The insurance customer of tomorrow: Three questions to guide success

Adapt to changing customer expectations and become more customer-centric with digital technology.

Carriers face a stark choice: embrace digital and customer-centricity, move out of distribution to focus on a manufacturing role, or stay as they are. The last of these is the least likely to succeed—and while the first seems daunting, it is a route to the agility and flexibility required to compete in today’s evolving market.

This report dives into three questions that can guide insurers on their digital journey:

  1. As insurers transition from product-centricity to customer-centricity, how far—and how fast—should they proceed?
  2. What does it take to be a Digital Transformer—that is, an insurer that has used digital to put the customer at the center of its business?
  3. What role can an insurer play as part of a broader, digital ecosystem?

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