The “Rethink Your Relationships: Listening to the Voice of the Customer” panel featured a joint appearance from both Life and P&C leaders on the issue of servicing insureds: Claire Burns, the chief customer officer at MetLife; and S. Wayne Peacock, executive vice president of member experience at USAA.
Some Key Points
• The benchmarks for service expectations are being set for insurers by other industries—customers now expect quick, personal, “anytime” service.
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