In this edition of CCC’s industry trends report, Susanna Gotsch discusses how changes in market conditions, consumer expectations and technology are helping insurers focus their attention on the customer experience.
More and more, technology continues to drive the changes we see in the insurance industry and others. Additionally, market conditions have altered consumer expectations, with a larger number of customers willing to pay more for a personalized experience. Consumers now also spend more time than ever before researching their options before making any type of purchase – proving it’s increasingly important for insurers to focus on the customer experience.