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Insurance Industry - Coggle Diagram
Insurance Industry
Trends
- SelfService (vs Contact Center / Agents)
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Shift happening
Covid impact
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- Call Center - High Volume
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- Behvaior change to purchase
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Social site, Shared Economy
Challenges
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- Products are being designed with off-line agent
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Status
Phone, emails, chat based
Journey
- Phone => 2. Multi-channels => 3. OmniChannel => 4. Personalized
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