To satisfy increasingly sophisticated customer expectations, insurers must first rethink the business from the outside in, replace or modernize their technologies and continuously measure their progress.
Customer experience management, unlike customer relationship management, offers measurable return on investment, as well as many opportunities for process improvements.
An Accenture survey finds that more and more customers are open to providing greater access to their personal data if it means more personalized products or better value.
From The Staff
Consumers are eager for a better customer experience, and while things are improving in the insurance space, the gap between the haves and the have-nots is getting deeper and wider.
Carriers increasingly are confronted with the inherent limitations of legacy platforms as they redefine their go-to-market strategies.