Customer Experience is particularly vital in the insurance industry because empowered policyholders are changing the rules of the game, including how firms think about their business and operating models.

Research has shown that a policyholder’s perception of an insurance company is developed as a result of their interaction across multiple-channels, not through one individual transaction or moment in time, and that a positive and effortless customer experience can result in increased policyholder satisfaction, loyalty, advocacy and greater customer lifetime value.

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