Increase employee satisfaction in their benefits interactions by learning how they want to engage with their insurance carriers in different contexts.
Summary
The extent to which employees favor digital options or a more human touch in their benefits interactions depends on charactersitics of the person (such as generation and experience) and the situation (Is there a sense of urgency? Are they seeking information or completing a transaction?). There are also instances in which contact preferences shift within an interaction, such as when a new question arises. Information in this series will help benefits carriers anticipate the mix of digital and human elements that employees want and expect in their benefits interactions.
