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For eBusiness & Channel Strategy Professionals

Track Digital Insurance Success With Customer-Centric Metrics

Performance Management: The Digital Insurance Strategy Playbook

January 26, 2018

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This is the Performance Management report in The Digital Insurance Strategy Playbook For 2019.

Why Read This Report

Digital insurance success demands new metrics. Typical key performance indicators (KPIs) for digital insurance are often product-centric or channel-specific rather than customer-focused. Digital insurance strategy leaders must put in place new customer-centric metrics that measure the impact of digital business throughout the entire insurance value chain. This report examines the business-focused and cross-touchpoint metrics that digital insurance leaders need to measure the success of their digital business strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Many Digital Insurance Leaders Still Rely On Outdated Metrics
  • Digital Insurance Demands New Metrics
  • Firms Must Mature Digital Insurance Performance Management
  • Recommendations

  • Drive Customer-Obsessed Culture With Customer-Centric Metrics
  • Supplemental Material
  • Related Research Documents

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