PriyaPatel
TLDR:
– Jack Martin from The General discusses how technology is changing customer experience
– Technology like the app and online self-service are being used to meet customer needs
The General’s Jack Martin, senior manager of user experience and creative, talks about how technology is transforming customer experience in an interview with Digital Insurance. Martin highlights the use of the app and online self-service as tools to meet customer needs. The app allows for quick claim filing and flexible payment options, tailored to each customer’s needs. The company is also exploring the use of artificial intelligence to improve customer interactions, particularly in customer service and claims processing. Testing and experimentation play a crucial role in implementing new technologies, ensuring they enhance the customer experience. The goal is to provide a seamless and efficient claims process, with a focus on speed and ease for the customer. The company has seen success in encouraging policyholders to download the app, with almost 2 million downloads on iOS alone. Looking ahead, The General aims to continue improving customer experience through technology, making interactions with the company as smooth and convenient as possible.
