Gartner Research

Create a Holistic and Future-Looking Strategy Toward Insurance Customer-Centricity

Published: 23 April 2014

ID: G00260406

Analyst(s): Kimberly Harris-Ferrante

Summary

Focusing on customers is one of the top priorities of P&C and life insurers for 2014. Most insurers, however, lack clear vision on what it takes to achieve customer-centricity. This research provides guidelines for validating a customer strategy and the IT requirements for success.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Corporatewide CEM Strategy, Including Assigning Leadership and Governance
  • Expand and Improve Customer Intelligence by Including Behavioral, Attitudinal and Life Event Information
  • Providing Greater Customer Choice — Channels, Processes, Communications and Products
  • Build Customer Loyalty and Advocacy, Not Just Retention
  • Enable Customer-Centric Product Development
  • Invest in the Entire Life Cycle of Customer Engagement

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