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Delivering Exceptional Customer Experiences – Accenture Report

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Article Summary :

As insurance products are getting commoditized, competing on price is no longer sustainable. To be successful, insurers need to measure and fill the gap between the intended and the actual customer experience getting delivered.  In the report “Delivering Exceptional Customer Experiences”,  Accenture highlight the role of customer experience as one of the primary drivers of differentiation and, ultimately, high performance for insurers.

 The Digital Insurer reviews Accenture’s Report on Delivering Exceptional Customer Experiences.

Delivering exceptional customer experiences is a key differentiator and can create competitive advantage

Key Insights :

The Accenture report states that customer-centricity drives return on investment and suggests the following steps to become customer-centric:

  1. Get “the basics” right. Make it easy and simple to be a customer
  2. Create repeatable experiences to build trust and brand perception
  3. Use customer insights to tailor and personalize interactions, solutions (not just products)
  4. Work together for mutually beneficial outcomes

The report also highlights a three-pronged approach in order to deliver exceptional customer experience at scale:

  1. Customer-Centric Operating Mode
  2. Customer Experience Management Hub
  3. Customer Experience Delivery Operations

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