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Insurance through the Looking Glass - Customer-centric business in a digital world

The upsides of creating a single view of the customer are relatively well understood in the insurance industry. Benefits include; effective relationship management, the enablement of cross-selling and up‐selling, better customer service and retention, operational efficiency when working across multiple departments, products and channels etc.

But while the value is clear, creating a more customer-centric business environment has historically been hard to achieve against the backdrop of fragmented systems, processes and data. This paper, from independent IT analyst firm Freeform Dynamics, examines how technology and market trends, together with changes in the regulatory landscape, are elevating the status of customer-centricity from 'aspirational ideal' to 'business critical imperative'.

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In this paper you will learn:

  • The push and pull factors driving insurers to become more customer centric
  • The value and business outcomes insurers can create from exploiting their customer data assets
  • Customers want a single view of you as much as you want a single view of them
  • Top tips for a successful MDM initiative within the insurance sector

Technology and market trends, together with changes in the regulatory landscape, are elevating the status of customer centricity from ‘aspirational ideal’ to ‘business critical imperative’.

Dale Ville, Research Director - Freeform Dynamics