Insurers have been using data to improve the customer experience of their policyholders for quite a while now. This data is typically explicit data that is gathered by asking policyholder specific questions. By gathering implicit data, insurers can now understand the sentiment of their customers at any given point of time during their customer journey, without even asking them.
Recently I was a panelist at an event titled "InsurTech Focus on the Customer" that was hosted by Insurtech Hartford. After the event, I sat down with Kurt Thoennessen, CAPI who is Vice President of Ericson Insurance Advisors to discuss how sentiment analytics can be utilized to drive a better client experience.