Build a 720-Degree View of Customers

Insurers must start with a single view of the customer -- which only about a quarter now have -- but then build a fully 720-degree view of each individual. ||It’s a sad day when your local water utility or parking enforcement offers a better mobile or online customer experience than your auto or life insurer. Customers cannot easily quit their local utility or government. They can readily switch their insurance carrier -- and customer defection now exceeds 10% (according to J.D. Powers & Associates), awakening CEOs and investors to the need for substantive change. Consumer markets have changed dramatically. PRNewswire reported in December that 89% of consumers prefer online to in-store shopping.

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