Customer Journey Mapping is Widespread in Insurance, But Insurers Need to Focus on “Why” More Than “How”
New Novarica brief details the benefits of journey mapping, common challenges to overcome, and best practices
Boston, MA (Aug. 4, 2020) – Facing the transformational challenge to develop an “outside-in” perspective of the customer experience, insurers are looking at journey mapping to understand the sentiments, challenges, and frustrations of their customers. In a new executive brief, Customer Journey Mapping: Key Issues and Best Practices, research and advisory firm Novarica examines the reasons for journey mapping, the challenges to achieving success, and leading practices to developing journey maps. The brief also provides a breakdown of the common components of an effective journey map.
“Journey maps are often one of the first steps that insurers will take to rally stakeholders around the customer experience,” said Paul Legutko, Vice President at Novarica and co-author of Novarica’s new report. “They can have a very long shelf-life as a result, with organizations revisiting and redeploying them in conjunction with other CX-related initiatives and capabilities.”
Click here for the table of contents or to access the report.
Report Summary
Journey maps provide the guide and compass for engineering omni-channel experiences by identifying, visualizing, and describing each stakeholder touchpoint.
One of the most significant innovation and transformational challenges that insurers face today is developing an “outside-in” perspective of the customer experience. Journey mapping helps insurers understand the sentiments, challenges, and frustrations of their customers.
Journey maps demonstrate how touchpoints (or lack of thereof) affect the customer experience. A poor or missing experience at a critical moment in the journey can impact the policyholder’s brand loyalty.
This brief examines the reasons for journey mapping, the challenges to achieving success, and leading practices to developing journey maps. The brief also provides a breakdown of the common components of an effective journey map.
Click here for the table of contents or to access the report.
About Novarica
Novarica helps more than 100 insurers make better decisions about technology projects and strategy through retained advisory services, published research, and strategy consulting. Its knowledge base covers trends, benchmarks, best practices, case studies, and vendor solutions. Leveraging the expertise of its senior team and more than 300 CIO Research Council members, Novarica provides clients with the ability to make faster, better, more informed decisions. Its consulting services focus on vendor selection, custom benchmarking, project checkpoints, and IT strategy. For more information, visit www.novarica.com.
Source: Novarica
Tags: best practices, Customer Journey Mapping (CJM), Novarica
Read the original article at Insurance-Canada.ca