Customer experience is the key to creating value in Insurance

Customers and prospects want businesses to demonstrate that they value and understand them.

Executives are quick to see the end-game benefit of a customer-centric strategy: more satisfied customers, increased loyalty, a lower cost to serve, and more engaged employees. But they often fail to understand clearly what a superior customer experience is worth and exactly how it will generate value.

In this whitepaper we explore the logic, math and structured approach using real science to achieve three objectives: building an explicit link to value, directing investments to where they will do the most good, and designing a detailed road map populated with early successes to self-fund digital transformation.