What is the next step in your path to perfecting customer experience?
Like many insurers in recent years, perhaps you have already put in some hard yards working to unify underlying systems to provide a good experience for your customers across channels. And you are tapping into more data sources for better risk evaluation and customer servicing.
The payoff, however, comes through doing something special and personal with that information for each person coming across your interaction channels, and this becomes your true differentiator. Personas allow that to happen, but only if you are prepared to readily adapt each interaction for each and every person.
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