The rapid changes taking place in our economic, social and work environments are causing insurers to adopt marketing and customer service improvements to keep pace, and a variety of insurance marketing and data experts convened last week in Chicago at the Insurance Nexus Insurance2Customer USA event to discuss best practice responses. The consensus: for competitive advantage, knowing and understanding the customer is critical in improving the customer experience.

The fact that the insurers are paying more attention than ever to their ever-changing customers has not escaped those that serve the industry, noted Bradley Pitts, regional head of customer insights, The Americas, at AIG.

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