• Login
  • FRLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Plateforme

    Plateforme Cxone Mpower

    • Workflows

      Automatisez chaque parcours de service client

    • Agents

      Maximisez la performance des agents

    • Connaissances

      Centralisez les données et la connaissance client

    Automatisation du Service Client

    • Présentation de la plateforme

      Plateforme d'IA pour automatisation du service client

  • Produits

    L'IA de confiance pour les entreprises

    • Copilot

      IA pour les employés

    • Autopilot

      IA pour les consommateurs

    • Actions

      IA pour les leaders de l’expérience client

    • Toutes les solutions IA d'expérience client

    Produits

    • Digital & Self-Service

      Self-Service fluide propulsé par l'IA conversationnelle

    • Gestion de l'Engagement Employé

      Applications robustes pour optimiser l'expérience employé (WEM)

    • Routage & Orchestration des Parcours

      Parcours client fluide sur tous les canaux, voix et digitaux

    • Accompagnement de l'Agent

      Outils IA pour guider et coacher les agents en temps réel

    • Analytique CX

      Des insights concrets pour améliorer l'expérience client

    • Plateforme Cloud Ouverte

      Plateforme cloud-native innovante pour soutenir l'expansion de votre expérience client

  • Solutions

    Par objectif métier

    Par objectif métier

    • Augmenter les Revenus

      Accélérez les ventes et la croissance du centre d’appels

    • Engager les Employés

      Renforcez l’autonomie et l’engagement

    • Fidéliser vos clients

      Améliorez la fidélité client à chaque interaction

    • Stimuler la Transformation Digitale

      Renforcez l’agilité et modernisez votre entreprise

    • Accroître l'Efficacité Opérationnelle

      Exploitez l’IA et l’automatisation

    • Passer au Cloud

      Migrez vos opérations vers le cloud

    • Améliorer la Conformité

      Protégez votre entreprise et vos clients

  • Services

    Services

    • Support client

      Un support mondial sur lequel vous pouvez compter

  • Ressources

    Ressources

    • Ressources

      Livre blancs, fiches produit, démos et autres

    • Blog

      Les dernières actualités CX par nos experts

    • Évènements

      Événements et webnaires à venir

    • Glossaire

      Lexique et définitions des termes en relation client

  • Société

    Société

    • À propos de NiCE

      Faciliter des expériences fluides dans le cloud

    • Événements

      Événements et webnaires à venir

    • Communiqué de presse

      Les dernières actualités sur NiCE

    • FRLanguages
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Nous contacter
      • Login
    • Home
    • Glossaire
    • Customer Journey Mapping Insurance
    View a demo
    Get a quote
    Resource library

    On this page

    • What is Customer Journey Mapping Insurance?
    • Explore Products
    • What can NiCE do for you?

    • SCHEDULE A DEMO

    Vous souhaitez en savoir plus ?

    S’inscrire à la newsletter

    SUIVEZ-NOUS SUR LES RÉSEAUX

    © 2025 NICE
    • Conditions d'utilisation
    • Politique de confidentialité
    • Directives légales

    Stay Connected

    © 2025 NICE

    What is Customer Journey Mapping Insurance?

    A customer journey map is a powerful visual tool that provides an insightful depiction of the entire trajectory a customer follows when engaging with an insurance company. This comprehensive representation outlines and illustrates every significant stage and touchpoint that a customer encounters throughout their interactions, offering a holistic view of their entire journey. From the initial research phase, when customers seek information about available policies, to the policy selection, purchase, and even the claims processing stages, these maps intricately capture the dynamic process of a customer's interaction with an insurance company.

    Central to this representation are the diverse touchpoints that customers experience, spanning a spectrum of interactions such as online research, consultations with agents, policy comparisons, policyholder support during claims, renewals, and other pivotal moments. These touchpoints are vital junctions where customers form impressions, establish expectations, and evaluate the quality of service provided by the insurance company.

    Insurance customer journey maps are important tools that empower companies to delve into the minds of their customers, gaining a deep understanding of their experiences, emotions, and preferences at every step. By scrutinizing the customer journey through these maps, companies uncover valuable insights into potential pain points, bottlenecks, and moments of delight. Armed with this knowledge, companies can craft targeted strategies to elevate the overall customer experience. These strategies might encompass refining the ease of policy selection, enhancing communication during claims, streamlining renewal procedures, or even developing innovative solutions to address customers' specific needs.

    In essence, insurance customer journey maps act as a guiding compass for companies, illuminating the path toward creating a customer-centric approach. Through careful analysis of these maps, companies can proactively shape their services, optimize touchpoints, and make data-driven decisions that culminate in enhanced customer satisfaction, loyalty, and advocacy. The journey maps are not merely illustrations; they are blueprints that catalyze customer experience transformation, fostering relationships that extend beyond transactions and establishing insurance companies as trusted partners in the policyholder's journey.

    How NiCE is Redefining Customer Experience

    NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

    Back to Glossary

    Contact us

    If you would like to know more about our platform or just have additional questions about our products or services, please submit the contact form. For general questions or customer support please visit our Contact us page.

    Omnichannel interaction routing

    Digital and Voice Channels

    Automatic Call Distributor (ACD)

    Interactive Voice Response (IVR)

    Proactive Engagement

    Automated notetaking

    AI Copilots

    Interaction Recording

    Quality Management (QM)

    Performance Management (PM)

    Feedback Management

    Interaction Analytics

    Autopilot

    Proactive AI Agent

    Knowledge Management

    Experience Optimization (XO)

    CRM Integrations

    UCaaS Integrations

    Call Center Software

    Customer Experiences

    Enlighten AI for CX

    Interaction Orchestration

    Workforce Augmentation

    Service Automation

    Platform