Authors: Assistant Professor Ms.J.Abinaya, Mr. M. Dhilipkarna
Abstract: Customer Relationship and Service Management in digital insurance platforms has become a critical area of study due to the rapid digital transformation of the insurance industry. This study focuses on how digital platforms enhance customer engagement, streamline service delivery, and improve overall customer satisfaction through the use of advanced technologies such as artificial intelligence, chatbots, and data analytics. It examines the effectiveness of digital tools in managing customer relationships, addressing grievances, and ensuring seamless communication. The study also highlights the challenges faced by insurers in maintaining personalized interactions while operating in a digital environment. Overall, it emphasizes the growing importance of technology-driven service management in building long-term customer loyalty and competitive advantage in the insurance sector.
