The Video Imperative to Improve Insurance Customer Experience
Video grabs customers’ attention. Video, while not completely immersive, immediately engages customers’ senses of sight and sound. Video can be one of two major types: video used as an object of packaged visual images, or as an interactive process of visual images. The video package is useful as an asset for anytime, anywhere training and education. Although the video process can also be used at some future time, it creates an interlude of immediacy that wraps time, space, and interaction together to bring customers and insurance professionals into the video environment to accomplish a business objective. Either the video package or the video process can help insurers support CX, but Market Insight Group believes that the video process helps insurers improve CX.