The insurance industry has a complex relationship ecosystem where ownership of the end customer relationship is murky. Insurers understand they need to have a modern customer engagement management strategy to thrive in an ever-tightening market despite the complexity of the insurance sales/service ecosystem. Chuck Johnston, Celent Insurance Research Director, explores the current trends in customer engagement within the insurance industry, innovation models for direct and shared customer engagements, and methods for achieving the simplicity in depth necessary to engage customers around complex products like insurance. He also discusses the technology capabilities necessary to support insurance customer engagement management including multichannel, mobile, BPM, and the return of CRM.

Audio for the presentation can be found here.

For more information about this event, please contact Chuck Smith at + 1 617 262 3125 or csmith@celent.com.