While an agile digital strategy is a game changing initiative that supports the delivery of a positive customer experience and maintains cost control, lasting customer-centricity often requires organizational culture change. Do you understand how customers want to buy and have you aligned your service strategy?
To become truly customer-centric, organizational product silos need to be broken down, with sales and service propositions spanning all business lines. Front-end and customer related channel solutions should be fully integrated with the back-office while benchmarking customer service levels and ‘cost-to-serve will help insurers focus on the 80% of transactions that generate the greatest value.
Insurers who put customers at the heart of their business are well positioned to outperform.