Every Customer Conversation is a Moment of Truth: Leveraging Customer Centricity to Drive Profitable Growth

As an insurance carrier, your conversation with a policyholder makes a lasting impression—either good or bad. It is no longer merely the products you offer that matters. It is about the end-to-end experience and interactions that define a high-value, long-term customer relationship—or a quick defection. To grow profitable books of business you must offer more than a competitive product; you must provide an exceptional customer experience.

In this webcast recording, Eric Deitert of Pegasystems and Martha Rogers of Peppers & Rogers discuss:

  • The consumer mindset of today’s digital insurance economy 
  • Challenges to contemplate when considering customer centricity 
  • Key ingredients required to implement a customer centric business model 
  • Real life examples, insight and tools to empower success


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