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Information about us and our observations on the industry we serve.

customer jounrey Unblu
Unblu suiteInsurance

Why Insurers must focus on the journey, not the touch points.

Only 15% of customers are satisfied with their insurer’s digital experience. This is usually because of a disjointed customer experience. Each touch point may be a great stand-alone experience, but their cumulative experience across multiple touch points and channels over time is not. Insurers need to shift their focus from touchpoints to the journey.

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