Providing great service to customers is one of the top three business drivers for insurers investing in innovation, according to Strategy Meets Action. As per the firm’s report, “Innovation in the Insurance Customer Experience: Strategic Considerations for Insurers,” customers increasingly are likely to switch to insurers that dedicate themselves to the challenge of remaining the front-and-center insurance provider in their lives. Insurers that want to remain competitive and profitable in the future must make the commitment to becoming truly customer-centric.
The report, the first in a series, identifies and expands on some considerations when designing the customer experience in insurance:
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