The journey toward Customer Centricity. In this paper, EY explores how technology is changing consumer dynamics. Additionally they show how insurers have an opportunity to influence persistency, retention and expectations through improved customer engagement.

Advances in technology and communication, combined with the
explosive growth in data and information, have given rise to a more empowered global consumer.

Recent economic and political events highlight the need for insurers to understand how consumers view the world and the most important attributes for their purchasing decisions.

EY discusses the strategic paradigm and operational areas where insurers can become more customer-focused.

• Developing customer-centric models
• Applying advanced segmentation and data analytics to design an effective customer experience
• Harnessing the power of digital in an integrated channel strategy
• Shifting to a new culture of innovation that will drive growth and competitive advantage

Read in detail how this will support the journey toward greater Customer Centricity.

Download the complete EY article here or directly from Ernest & Young.

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