Is the insurance industry ready for the customer of the future? Maybe. Find out why.

Customer service needs and goals in insurance are changing. Insurers are still learning what that means. This case study focuses on work being done by Lippincott and adds Celent's insights in insurance. Celent's sister company Lippincott has a unique vision for the customer of the future. Celent reviews their approach and adds their observations on how this applies to insurance.

The impact is dramatic. Consumers are underwhelmed by their insurance experience. Everything. Celent’s research shows that the investment in innovation in insurance is modest, perhaps even below modest. This needs to change.