Erik J. Sandquist

Global Lead for @Accenture #Insurance Customer, Sales & Service. All views my own.

[Erik J. Sandquist @Erik_Sandquist]

Insurers have an opportunity to become trusted guides and a source of support through a new era of risk associated with climate change.

#Insurance #CustomerExperience #ConsumerBehavior #ClimateChange

https://t.co/isOjs3rtNv

[Erik J. Sandquist @Erik_Sandquist]

Excellent insights in this article about “digital myopia” and five pitfalls that firms need to be aware of to make sure they’re offering customers what they actually want.

#CustomerExperience #DigitalStrategy #DigitalTransformation #Insurance

https://t.co/AeaVTxv3zr

[Erik J. Sandquist @Erik_Sandquist]

AI-enabled sentiment analysis illuminates digital blind spots, helping carriers optimize the emotional components of CX to strengthen relationships and engagement. #CustomerExperience #Insurance #DataAnalytics #ConsumerBehavior

https://t.co/dB2GBtfIMR

[Erik J. Sandquist @Erik_Sandquist]

Consumers can’t always articulate the deeper needs that motivate their buying decisions. Some great research strategies in this article to uncover “unspoken” drivers of customer behavior.

#Insurance #CustomerExperience #ConsumerInsights

https://t.co/3PP0E3w4RO

[Erik J. Sandquist @Erik_Sandquist]

Self-service leaders will digitize personalized experiences, enable proactive messaging and empower human interactions. Some ways to accomplish this are explored in this roundtable.

#CustomerExperience #Personalization #ArtificialIntelligence

https://t.co/DPE6OnwS9a

[Erik J. Sandquist @Erik_Sandquist]

Voice of customer should be the starting point for CX innovation. Carriers need to move past their assumptions and get clear on what customers are actually experiencing to improve performance.

#CustomerExperience #BusinessofExperience #Insurance

https://t.co/r4gdYewSOa

[Erik J. Sandquist @Erik_Sandquist]

As insurers focus on customer success, it’s important to understand what success looks like through the eyes of the customer. Hone in on the metrics that reveal how well the business is delivering on its #CustomerExperience strategy.

#DataDriven

https://t.co/09sABCMVug

[Erik J. Sandquist @Erik_Sandquist]

47% of people report that their parents didn’t teach them about managing their money. Insurers can play a critical role by helping consumers to make good financial and insurance decisions.

#CustomerExperience #Personalization #WealthManagement

https://t.co/VDw2SgvvjR

[Erik J. Sandquist @Erik_Sandquist]

What will it look like to provide #insurance coverage for risks associated with the #metaverse? Individuals and businesses may need protection around cyberattacks and #datasecurity as well as issues like defamation and business interruption.

https://t.co/Bm45mZVIsB

[Erik J. Sandquist @Erik_Sandquist]

Insurers are enhancing #CX with technology that makes human-to-human interaction more valuable.
https://t.co/hGvv4NPV0j

[Erik J. Sandquist @Erik_Sandquist]

Customers need to see themselves in your brand before they invest in you. This storytelling framework engages audiences through suspense, which makes them feel like active participants in your brand's narrative.

#Personalization #ConsumerBehavior

https://t.co/tcO97ac6oT

[Erik J. Sandquist @Erik_Sandquist]

Insurers that have a high level of digital maturity more than tripled their share prices. Some great insights here for carriers looking to stand out in an increasingly digital landscape.

#CustomerExperience #DigitalStrategy #DataDriven #DataAnalytics

https://t.co/eJTKeKiEbw

[Erik J. Sandquist @Erik_Sandquist]

Are you ready to cover the risks associated with climate change? Environmental volatility is already impacting essential workers. Insurers can adapt their policies to better protect individuals on the job.

#ClimateChange #EmployeeWellbeing #Environment

https://t.co/PfGubzTdd1

[Erik J. Sandquist @Erik_Sandquist]

Customer complaints uncover opportunities to improve. Rethinking your approach to negative customer feedback will help your business grow.

#CustomerExperience #BusinessofExperience #DataStrategy #UserExperience

https://t.co/jt580ylzY4

[Erik J. Sandquist @Erik_Sandquist]

Are you working towards a frictionless customer experience? You may want to think again. Great insights in this article on differentiating between good friction and bad friction.

#CustomerExperience #DigitalStrategy #ArtificialIntelligence

https://t.co/ePg2eAd1Q8

[Erik J. Sandquist @Erik_Sandquist]

The aim of I&D is less about compliance and more about making life better for every employee. Here’s some powerful insight about inciting I&D transformation in the organization.

#Leadership #EmotionalIntelligence #Diversity #Inclusion

https://t.co/IoWmFJawCs

[Erik J. Sandquist @Erik_Sandquist]

As customer data becomes more available, privacy and security need to be top-of-mind for insurers as they solidify brand trust and loyalty.
#CustomerExperience #DataPrivacy #DataStrategy
https://t.co/RdY7xegF8I

[Erik J. Sandquist @Erik_Sandquist]

Self-service isn’t always the right solution for every customer. Insurers need to consider where investing in the human touch will have greater payoff for CX.

#CustomerExperience #ConsumerInsights #DigitalStrategy

https://t.co/werNjyvzrN

[Erik J. Sandquist @Erik_Sandquist]

Only 38% of those in the financial services industry have aligned digital and CX strategies—key for CX success. Insurers need to make organizational shifts to pull ahead. https://t.co/Z9iXheviBO

#CustomerExperience #ArtificialIntelligence #DigitalTransformation #DigitalStrategy

[Erik J. Sandquist @Erik_Sandquist]

Are you one of our future Efma-Accenture Innovation in Insurance Award winners? #InsAwards22 https://t.co/Mxbc9j8aeQ