The Corporate Insight Blog tracks the latest digital trends, news, and insights across financial services with a focus on the digital and mobile user experience.
Liberty Mutual debuted Alex, a digital policy advisor on its public site Customer Support page and its private site. Out of the 19 firms tracked by the Property & Casualty Insurance Monitor, only two other firms offer public site virtual assistants: Nationwide and USAA. Alex is a unique tool as it has different capabilities, acting […]
In addition to its environmental and financial benefits, paperless delivery—or eDelivery—allows clients to view account-related documents with one click. In the January 2019 P&C Insurance Monitor Report, we analyzed all 19 of our coverage group firms’ eDelivery services and promotional efforts. Leading firms promote easily findable, dedicated eDelivery pages that facilitate seamless private site and […]
Anyone using virtual assistants on a daily basis knows they are still firmly in the emerging technology category. The technology’s immaturity is evident in the lack of sophisticated commands they can accurately follow and the still-limited engagement of third-party apps. One sign of development in the FinTech space, however, is the recent update of the […]
In reviewing online documentation capabilities for Corporate Insight’s latest Retirement Plan Monitor Report, a selection of best practices stands out in three areas: findability, document suites and delivery preference management. Findability Best Practices Centralize documents in a findable location: Integrate delivery preference management within document suite – Firms should let users modify their delivery preferences […]
In our research at Corporate Insight, we often refer to the proliferation of mobile platforms within the retirement industry as a sign of modernization and innovation. For the past two years, our Monitor Awards have discussed a burgeoning, industry-wide investment in native apps. Earlier this year, we published a blog post that considered the influx […]
TRENDING Product Updates and Launches – Across multiple industries, 21 firms made changes to their coverage set by either launching new products or updating existing ones. Matching moves made by the Federal Reserve, Ally Bank, Ameriprise, Bank of America, Capital One, Chase, KeyBank, Schwab Bank, TD Ameritrade, USAA and Wells Fargo increased rates on certain […]
Fifth Third Bank and Capital One recently overhauled their personal banking and small business client private sites, respectively. While the firms take different approaches to site design, navigation and organization of content, both sites are optimized for mobile and tablet experiences. Given the rise of multi-platform usage, it’s become important for firms to roll out […]
As firms develop new capabilities, helping them modify features to meet client needs, feedback is a valuable tool. USAA recently launched a USAA Labs microsite, describing it in an article as a way for clients to participate as the firm innovates, similar to focus groups. The new microsite shares elements of Liberty Mutual’s private site […]
Four banks in Corporate Insight’s Bank Monitor coverage group have begun rolling out changes to customer servicing techniques in the last two months. JD Power found that 67% of consumers would like to contact customer support over social media channels. Bank of America, Citibank, TD Bank and USAA all began integrating the delivery of messages […]