Once a customer vision is agreed upon, clear processes must be put into place along every avenue of customer interaction, against the back-drop of a customer-focused operating model. This requires real customer insight to develop relevant propositions distributed and delivered through multiple channels in order to provide an exceptional customer experience. These drivers are at the core of KPMG’s Customer Action Plan.
While the appetite to be customer-centric is compelling, it conflicts with those corporate mindsets that emphasize near-term priorities and the delivery of short-term shareholder value. The time required
At KPMG, we believe that the end-to-end execution of a clear customer strategy in the insurance industry is more critical now than ever before. Learn more about KPMG's approach to helping insurers build a customer-centric organization. To discuss you specific situation with one of our Customer experts, please call your local KPMG office.
Insurers who put customers at the heart of their business are well positioned to outperform.