How an expert partner can elevate your digital experience

Kforce recently joined American Family Insurance at Reuters Events Future of Insurance conference to discuss their digital journey, the opportunities they faced and choices they made to own more of their customer experience. Below are our top three take-aways from the discussion:

Consumer expectations for seamless digital experiences has increased

Consumer buying habits are shifting and expectations are rising. Influenced by an integrated and connected digital market, today's consumers expect greater convenience and instant gratification. Customers of all generations now demand a seamless omni-channel user experience.

The insurance customer experience life cycle is long. Customers can pay bills for years without ever making a claim or calling your company. But in that one moment that matters, if the experience is not ideal, you can lose a customer—potentially for life.

Partnerships are built on trust, knowledge and open communication

A good partner bridges the gap between idea and outcome. It’s important to have a partner who understands your industry, integrates into your strategy, raises challenges when necessary and adapts as your strategy evolves. Such a partnership requires a foundation of mutual trust and respect.

Ryan Lynch, Senior Vice President of Consulting and Industry Solutions at Kforce, explained how early discussions between the teams included opportunities for both sides to observe, provide feedback and collectively drive performance.

“Open communication is a critical component of success,” Lynch said. “Throughout this process, we consistently made tweaks until we found the right approach. Our commitment to aligning with the business’s needs over time built trust and established a solid foundation for partnership.”

A repeatable model for success

A solid partnership applies a collaborative mindset to combine each contributor’s expertise with strategy. Be open to ways to identify and improve areas for growth. Target the changes that will make a big impact—and don’t be afraid to make them. Take action by focusing on incremental improvement and ongoing execution rather than getting bogged down in conceptual strategy.

“Success is repeatable,” Lynch said. “The model we’ve shared here is something that can be implemented inside any organization. Having a partner who can fuse their expertise with your strategy and collaborate on a solution is paramount.”

Take the next step 

Ready to transform your company’s digital experience? Contact us to learn how partnering with Kforce can help you reach your goals.

See our other insights: https://kfrc.co/4azbDX5