Posted July 28, 2017 by admin in Library

How customer experience today is shaping the insurer of the future


Customer experience is one of the most frequently used buzz phrases today. It is a bandwagon every sector is keen to jump on because of the transformation in customer expectations brought largely by retail in the digital channel.

But what does it really mean to focus on customer experience, and why is it so much better than the former product-driven model historically so successful for insurers?

First, let’s look at why customer experience has become so pivotal for insurers. A 2017 Econsultancy report1 noted that changing lifestyles, mobile technology and competitors were the three major factors defining customers’ expectations of their relationships with companies.

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