A perfect storm of disruptive change | KPMG | UK

A perfect storm of disruptive change

A perfect storm of disruptive change

Forces are combining to create a perfect storm for insurers and their customers.

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A perfect storm of disruptive change - umbrella in the rain

In a time where customers have decreasing trust in big business, UK insurers are fixating on their customer experience (CX) as an enduring source of competitive advantage. KPMG Nunwood examines customer experience through the lens of The Six Pillars of Customer Experience:

  • Personalisation
  • Time & effort
  • Expectations
  • Integrity
  • Resolution
  • Empathy

Read our report, authored by the world’s largest CX think tank to find out how recent innovations in the way US insurers are delivering superior customer experience provides an important lesson for UK insurers.
 

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