Personalisation or irrelevance: Why insurance companies need to match their customers' raised expectations in the digital age - watch now

The days when financial services companies could rely on customer lethargy in terms of renewals are long gone.

Within insurance, the rise of online insurers and more recently the aggregators has given customers more to think about in terms of shopping around, with price more often than not the key determining factor as to the cover/provider someone chooses.

But another significant shift could soon be upon us, as customers become more demanding and expectations are raised by businesses born out of the digital revolution.

These firms are not driven by offering something cheaper – although many are very competitive due to lack of legacy and tired infrastructure – but by making their customers feel important and prized, not just numbers feeding their bottom line.

Post recently held a webinar with Salesforce to discuss a number of key questions linked with addressing this potential disruption, including how insurance companies can promote more frequent policyholder interactions and whether demographic groups such as millennials are driving this change.

How might omni-channel  work in the insurance space? And is a culture change needed for insurers to successfully become better at nurturing and evolving one-to-one relationships?

The panel featured:

Bea Montoya, marketing channels director, Simply Business

Benjamin Turner, Senior account director, Salesforce

Dylan Bourguignon, CEO, So-sure