Only 32% of insurance customers globally reported having positive customer experiences with their insurer in 2013, according to the World Insurance Report 2014 (WIR) released by Capgemini and Efma2.
As a result, the report says nearly 70% of insurance customers are at risk of changing carriers, highlighting the need for insurers to focus on improving customer experiences, minimize customer defections, and secure profits.
What’s more, the report finds that digital channels (especially mobile) are the most likely to drive profitable....