Insurers still tend to focus on their product as a go-to-market strategy, but in today’s market, a product-centric approach is questionable. It’s more costly to maintain, more subject to fragmentation—and a likely culprit for poor customer experience. The alternative is a customer-centric approach that is based on providing high-quality interactions across all channels.

Satisfied customers are just the beginning

Delivering exceptional customer experiences
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Customer-centricity is a fundamentally different approach from product-centricity. And as insurers move up the customer-centricity pyramid, not only do they improve customer loyalty, but also profitability.

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