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Five years after the advent of the age of the customer, empowered customers are driving disruption all over the business of insurance. That focus on the customer now matters more than any other strategic imperative. But success in the age of the customer requires insurers to go beyond customer centricity and become customer-obsessed. It’s also impossible to be customer-obsessed without addressing the digital expectations of those customers, because customer-obsessed organizations live everywhere their customers are. For insurers on this quest, what lies ahead in 2016?
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Vendors mentioned: Applied Systems, Cake, Face My Age, Narrative Science
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US and Canadian digital insurance teams have come face to face with the age of the customer. Customers expect to have their problems solved whenever, wherever, and on any device. New competitors are setting these expectations, even as disrupters like Goog
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