Insurance customers are far from homogeneous, and customers are changing as fast as the technology used to service them.
As a result, insurers that want to capture multiple customer segments must align their pricing, product, channel and market strategies to meet the unique needs of customer segments.
Indeed, customer-centricity requires the strategic transformation of the organization to capture and retain market share through the alignment of customer needs with the product, pricing and channel capabilities of insurers.
Successful insurers are enhancing their enterprise data stores (using a comprehensive "store, analyse, distribute, decide, implement" approach) to increase their view and understanding of the customer, and they are improving their interactions with customers through more automated, straight-through workflow or more personalized Web sites.
