Search
 

How carriers can support a customer-centric perspective

The process of understanding the customer journey across communication and distribution channels--while creating a consistent customer experience--has largely eluded the insurance industry.

By Rachel Alt-Simmons | Updated on July 28, 2015

Most of us are familiar with the term “customer journey,” which tells the story of how customers interact with companies from their perspective. By identifying and understanding our customers’ journeys, we can better gauge and guide their experiences with us as a company–fostering positive, long-term relationships that benefit both the customer and the organization. But the process of understanding that journey across communication and distribution channels–while creating a consistent customer experience–has largely eluded the insurance industry.

One of the primary challenges is most insurers’ technology and data infrastructures don’t support a customer-centric perspective. Policy-level legacy systems and applications built literally decades ago still hum in modern data centers. Over the past few years, insurers have made strides in modernizing their infrastructure, but primarily under the guise of cost and operational-efficiency.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.

INCLUDED IN A DIGITAL MEMBERSHIP:

  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

NOT FOR REPRINT

© 2024 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Recommended Stories

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2024 ALM Global, LLC. All Rights Reserved.