From the Pro: Best-in-Class Customer Journeys in Insurance

Today, 50% of consumers conduct insurance research using search engines like Google or Bing, and 75% look to reviews when it comes time to select a new provider. As search engines, maps, voice assistants, and chatbots change the way consumers find and interact with agents, insurance organizations must shift their thinking about the evolving customer journey if they want to stay competitive.

Join Mark Breading, Partner at Strategy Meets Action and Shane Closser, Head of Industry for Financial Services at Yext, as they explore how insurance organizations are transforming existing operating models to acquire, retain, and upsell insurance clients in today’s digital landscape.

Watch From the Pro: Best-in-Class Customer Journeys in Insurance and discover:

  • How customer journey research can inform marketing and IT initiatives
  • How to think about your brand’s digital strategy in today’s omnichannel world
  • Examples of corporate workflow models
  • Examples of best-in-class insurance customer journey experiences
  • The role reviews and voice search play in customer selection of insurance providers



Mark Breading
Founder & Partner | Strategy Meets Action

Mark also leads SMA’s research program, has overseen the publication of more than 100 research reports, and has directed custom research projects for insurer and tech clients. His thought leadership in the areas of InsurTech, emerging technologies, customer experience, and digital strategies has earned him rankings as a "Top Global Influencers in InsurTech" by InsurTech News.

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Shane Closser
Head of Industry, Financial Services | Yext

 Shane Closser is the Head of Industry/General Manager for Financial Services at Yext. He leads all financial services-related activities, including strategy, product, and go-to-market. He brings more than20 years of strategy, marketing, and IT transformation experience, having lead award-winning programs across the Fortune 500 financial services organizations.

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