Best Practice Report

Track Digital Insurance Success With Customer-Centric Metrics

January 26th, 2018
With contributors:
Michael Barnes , Oliwia Berdak , Ellen Carney , Benjamin Ensor , Seles Sebastin , Bill Nagel


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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