Mobile Can Increase Retention, Loyalty and Revenue Opportunities

Capgemini report finds internet/mobile channels have great potential to make customers happier, which may come at the expense of agents.

February 28, 2013

Chris McMahon

Insurers are shifting their focus from cost-cutting initiatives to revenue growth as financial markets stabilize and premiums rise to healthier levels, according to Capgemini’s “2013 World Insurance Report.” However, customers remain price sensitive, and insurers should consider multi-distribution initiatives, specifically mobile, to decrease operational costs and increase retention and loyalty, the report said.

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