Customer centricity is the wave of the future for property & casualty insurance, but many carriers have yet to catch up with their competition. In this version of Virtual Viewpoint, we ask Denise Garth, the executive vice president of strategic marketing and industry relations, and global head of market strategy for Innovation Group North America, whether insurers have become customer centric and what steps they need to accomplish to move in that direction.

Garth: For businesses, it all comes down to one thing…satisfied customers. Without them, it’s time to shut the doors. But, today’s customers are harder to connect with, predict, and serve effectively. They are on the phone, online, and ready for action. But, are insurers?

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