Imagine this: You walk into a store, ready to drop some serious cash. But the second you ask a question, the salesperson gives you a blank stare. Frustrated, you head online, only to navigate a customer service maze that feels designed by Kafka himself. Does it sound like a customer service nightmare? For Millennials and Gen Z, it’s an all-too-common reality.

These digital natives aren’t waiting around for a subpar experience. They’re a force to be reckoned with, wielding a combined spending power of over $360 billion in the US alone. And guess what? They expect a flawless customer journey, every single time.

Hitting the Gas Pedal on Customer Experience

So, what exactly does a “flawless customer journey” look like for these generations? Here’s the thing: it’s not a one-size-fits-all situation. But some core themes keep popping up.

They crave speed and convenience. Think instant gratification on steroids. Millennials grew up with the internet at their fingertips, and Gen Z never knew a world without it. Waiting on hold for an eternity? Not gonna happen. According to a Zendesk study, 74% of Millennials and Gen Z expect a response to their customer service inquiries within 24 hours
They speak the language of omnichannel. Seamless transitions between online and offline channels are a must. Whether they start their research on a mobile app or finish a purchase in a physical store, the experience should feel unified. 67% of Millennials and Gen Z expect consistent brand messaging across all channels.
Tech is their BFF. Chatbots, self-service portals, and AI-powered recommendations – Millennials and Gen Z embrace technology that empowers them to solve problems on their own terms. But it’s not just about the tech itself; it’s about using it effectively to streamline the customer journey.

Value-Driven Decisions

Beyond the Clicks: Building Loyalty in the Digital Age

It’s not just about speed and efficiency, though. The current generation also values authenticity and transparency. They want to do business with companies that share their values and stand behind their products. A study by Forbes revealed that 88% of Millennials are willing to pay more for brands that are committed to social responsibility.

Savvy Yet Skeptical

These generations are savvy and skeptical. Traditional advertising is often met with distrust, and they are more likely to rely on peer reviews and influencer endorsements. Authenticity is key. They can quickly detect insincerity and are not afraid to call out brands that fall short.

The Data Speaks: Industry Insights

Here are some crucial statistics that shed light on these evolving expectations:

Mobile Commerce: A report by eMarketer shows that 58% of Gen Z and 53% of Millennials use their smartphones for shopping.
Social Media Influence: According to GlobalWebIndex, 68% of Gen Z and 54% of Millennials have purchased a product they discovered on social media.
Customer Experience: A PWC survey revealed that 73% of consumers point to customer experience as an important factor in their purchasing decisions, with Millennials and Gen Z placing the highest importance on this aspect.

Meeting Their Demands

To keep up with these demanding consumers, businesses should optimize the mobile experience, leverage social media for engagement, provide seamless omnichannel integration, emphasize personalization, and demonstrate authenticity through transparent practices.

The Verdict? Millennials and Gen Z are the future, and technology is the key to unlocking their loyalty. By embracing a tech-fueled customer journey, you can ensure your business stays ahead of the curve and thrives in the digital age.

Tech-Powered Success

Ready for a CX transformation, just like Luminaire experienced? Learn how Mantra Labs addressed the challenge of crafting an experiential online catalog for an offline, experience-driven sector. Explore our groundbreaking solution: a bespoke 3D Augmented Reality platform, that facilitates seamless interaction with lighting equipment on any surface, sans markers. Immerse yourself in the Luminaire case study to witness how our innovative AR modeling and interactive product database revolutionized their customer journey. Click here to embark on your CX transformation journey!

If you are building a mobile app or want to enhance your CX for an existing one, you would want to learn more about how at Mantra Labs we can help you leverage technology to cater to Millennials and Gen Z? Click Here to read the full Luminaire case study!

NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

By : Divyanjali Gupta

Published on Jul 24, 2025

Customer Experience CX Insurance NPI In Insurance

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

Forms → Uploads → Phone calls → Waiting
No real-time updates
No guidance after claim initiation
Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

To know what’s happening with their claim
To understand what’s expected of them
To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones.

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.

AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.

Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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Can’t Stop, Won’t Stop: Why Millennials and Gen Z Demand a Flawless Customer Journey