Applied Net 2018: Self-serve for customers is the future for brokers
Applied’s customer experience expert Kris Hackney explains why brokers need to become truly digital and highlights how customer journeys are changing.
Brokers need to offer their customers self-service portals according to Kris Hackney, executive vice president of customer experience at Applied Systems.
Speaking at Applied Net 2018 in Nashville, USA, Hackney argued that the evolution of how society consumes music, from records to tapes, to CDs, to downloads and streaming and back to vinyl reflected how customers want to buy insurance.
She detailed that 69% of customers want consumer-like experiences for business and developed the point that
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