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Insurers Have to Meet or Exceed Customer Expectations

Frank Petersmark | January 19, 2016

Insurance carriers interested in meeting or exceeding their customer’s expectations regarding mobility are looking at a two-pronged approach. First and foremost, carriers have to actually understand what their current customers, and more importantly their next generation of customers, expect from a mobile experience. 

That’s fairly easy for carriers to do; all they have to do is peruse the retail and financial apps they already use as consumers. Because what insurance customers expect is the same mobile experiences they’re used to getting from other industries, and that’s something they’re not currently getting from their insurance carrier. 

The second part is more difficult. Carriers have to implement the types of architectural models, data platforms, software and tools, and processes that support a responsive, flexible, and dynamic mobile platform. 

Once they’ve done that, however, they’ll be in a much better position to meet the mobile expectations of their customers—expectations that will evolve and change as quickly as new mobile technologies and capabilities are introduced in non-insurance industries. 

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