Trends Report

Modernize Outdated Insurance Metrics To Align On A Collaborative, Customer-Centric Culture

August 23rd, 2019

Summary

Outdated product-centric and channel-specific metrics don’t accurately measure success. Customer-focused metrics increase alignment and collaboration. Establish customer-focused and cross-touchpoint metrics that align with business objectives. Drive customer-obsessed culture with customer-centric metrics.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.