Gartner Research

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

Published: 23 April 2014

ID: G00260406

Analyst(s): Kimberly Harris-Ferrante


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



  • 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

Gartner Recommended Reading

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.