Inovace v procesech pojišťoven a jejich vliv na zákaznickou zkušenost

With the rapid development of technology, it is crucial for companies to implement it into their processes in a timely manner to maintain competitiveness and meet the growing expectations of customers. Innovations are equally important in insurance companies, which have gained increasing significance, particularly in recent years. The focus of this thesis is on their impact on customer experience in insurance companies. The thesis is divided into theoretical and practical part. The theoretical part explores customer experience in insurance companies, the key processes that influence it, current technological trends, and regulations that affect innovations and CX. The practical part includes both quantitative and qualitative research aimed at determining how customers of insurance companies perceive innovations, what their expectations are, what the trends in insurance innovations are, and how these innovations are reflected in the customer experience. The goal of this thesis is to analyze the impact of innovations on customer experience in Czech insurance companies and to evaluate whether the approach of insurance companies to innovations and customer experience aligns with customer expectations.