If a slightly improved economy is lulling insurers into a sense of relative security concerning their customer-base, they need to think twice, according to a new report by Boston-based Celent. The report, “Insurance Customer Service Trends in North America,” notes that it has never been more important to keep the clients insurers have.”

The report, which examines the processes and technology in use in North American insurance companies, conducted detailed data analysis by talking to key carriers that could provide a snapshot of the organizational structure, skills, and automation employed to gain competitive advantage through outstanding service delivery.

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