The insurance industry is filled with potential, but companies remain stuck in old ways, leaving customers unhappy and disconnected. One in three customers switched providers last year, due to unsatisfactory insurance customer experiences. At Salesforce, we ask, “What do people truly want when they interact with their insurance company?”
Extensive research shows that customers, both new and old, want more than just coverage and affordability. They seek understanding, simplicity, and empathy. Only 43% of customers say their insurer anticipates their needs, a disappointing statistic considering evolving expectations.
Let’s look at this through the lens of a typical customer. Meet Natalie, a physical therapist and mother, who’s budget-conscious, comfortable with technology, and who values human connection when engaging with businesses, no matter the size. We’ll trace her path to understand where she feels supported and, more importantly, where she feels lost while navigating her insurance journey.
Our goal is
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