Mastering customer centricity through operational excellence, technology and service design
The claims process remains a critical moment of truth in theinsurance value chain.
In the ambition to cut costs, become stronger and leaner,organisations have worked with existing resources to keep expenses in check.
But now, above all else, the focus is hinged on theexperience of the customer, with insurers starting to invest heavily andrealise significant business growth through;
Collecting and analysing customer data to driveinternal strategies and improve CX
Reengineering process and leveraging technologyto become more efficient and customer centric
Embedding change and developing a customerfocused culture