Customer Insight

Customer Insight

In today's data rich world, customer expectations are becoming increasingly sophisticated. The more you know about your customers and their preferences the better placed you will be to offer the products and services that they want, when and where they want them. An incredible opportunity for organizations to identify and focus on their most important customers, both retail and commercial.

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Global Head of Insurance

KPMG in the UK

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Customer Insight

Customer insight is the starting point to help create propositions that span lines of business, removing product silos and refocusing on the customer. Organizational agility to respond effectively to changing customer needs is required. While insurers are becoming more sophisticated as they leverage segmented customer data and use predictive analytics and propensity modeling, there is still more work to be done to break down operational silos and address legacy systems in order to create a single customer view.

Greater customer insight can provide

  • An understanding of how customers perceive you.
  • Better knowledge of customer needs and life-cycle stages.
  • Clarity into customer profitability, preferences and service performance.
  • Transparency into how customers want to buy your products and through what channels.
  • Guidance for your corporate direction and how you stack up against competitors.
  • Value based customer segmentation with a higher payoff.
  • Data enrichment through social analytics.

Our approach focuses on 4 key areas:

  1. Understanding the voice of the customer through specialized frameworks and insight
  2. Customer data management
  3. Customer value and segmentation
  4. Predictive analytics

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