The insurance industry is adept at identifying their potential customer, and most insurers use third parties to acquire viable leads that will enable them to engage and hopefully retain them. But getting from point A to point B requires the establishment of a customer journey roadmap.
The customer journey doesn’t just look at a certain data, touch points or transactions (such as payments or claims); it identifies the fundamental needs of the customer and evaluates the complete sum of experiences that customers go through when interacting with an insurer and its brand.
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