ICEF2017: “Insurance: Connected”
Celent CEO Craig Weber will detail recent Celent research aimed at applying the principles of behavioral science to customer experience within financial services.
For 50 years or more, the insurance industry has been trying to provide feature-rich products at the lowest possible prices, delivered with ever-more-efficient processes. Recent market developments suggest this approach is no longer good enough. Consumer expectations are rising, and the insurance industry must move from a transaction orientation to a connection orientation, where providers meet consumers' emotional and financial needs.