Summary
Forrester surveyed 80 decision-makers at US insurance firms to learn how the needle has moved since our first look at the state of customer obsession in insurance in 2021. Even though insurers wanted to be there for their customers, the pandemic, the “great resignation,” and economic headwinds forced many to put their customer obsession strategies on hold in 2021. But it’s time to get back to it. Start by assessing your maturity, gauging how you compare with standout examples, and correcting the course of your customer obsession journey.
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