Customer Experience Management, the evolution of CRM

I’ve come to think that there is opportunity for insurers in taking a more customer-centric approach to product packaging and client engagement. With the rapid change in expectations around service, communication and quality that have built over the last few years, it’s not an easy mission, but one I think is essential for insurers looking to connect with new demographics and streamline business models to adapt for pared margins.

by Joseph Westlake2012