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Insurance Industry Insights: Delivering distinctive customer experience

http://www.pwchk.com/home/eng/insuran... Customer centricity is about focussing on what the customer is looking for and delivering their expectations. For insurers, the need to become more customer centric is growing in importance, and this is largely being driven by the evolving digital age. As customer experience continues to be shaped by their daily interactions with mobiles and social media platforms, the way they want to communicate and interact with insurers changes with it. But there is a gap between customer expectations and what many insurers are currently delivering. To prevent this gap from widening and keep fast-moving competitors at bay, how can insurers become more customer centric? Understanding their processes and how they can meet and deliver individual customer experience is essential.