CX Trends in Finance and Insurance

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There are some products that consumers simply adore; new clothes customized and bought on Amazon, the latest device from Apple, engraved jewelry for a loved one, personalized entertainment packages for the family, and so much more. Now more than ever, the experience of engaging in an individualized service brings today’s consumers a rush of instant gratification through each effortless step of the customer journey.

Finance and insurance products have not traditionally made that list.

While insurance, for example, may not be an experience consumers enjoy dwelling on, they are necessary. In fact, insurance is often a requisite for much larger purchases and experiences that customers do want to dwell on, such as a car or home. Similarly to the retail industry, finance and insurance have seen significant changes in recent years as it relates to personalized products, efficient services, and customized experiences aimed at satisfying the modern consumer.