Customer Experience in the Insurance Industry 2017
The competition for hybrid customers is fierce: Insurers, automotive manufacturers, technology groups, the fintech sector – all battling for customers’ attention and to gain control over the customer interface. The intensity of competition in the insurance industry is greater than ever before. Digitization is bringing new market players to the fore, and these players are offering innovative solutions that increase the competition for customer interfaces. Established insurers therefore run the risk of losing control over the customer interface, and becoming purely product providers who can be replaced quickly and easily. Insurers need to start thinking outside the box, to once more put customers at the center of their operations.