Customer-Centricity in Financial Services Goes Digital – BCG
Article Synopsis :
Evolving digital capabilities have empowered customers and now they are well informed, connected and demanding. In order to keep customers loyal, insurers need to focus on deeper customer orientation resulting in stronger relationships.
USSA case study on customer centricity
In Industry Spotlight report “ Customer-Centricity in Financial Services Goes Digital “, Ralf Dreischmeier and Benjamin Rehberg of BCG stresses, evolving digital capabilities can help financial services companies achieve greater customer-centricity by breaking some of the key compromises industry has had to wrestle with historically. Three key points discussed in the report are:
- The digital edge
- A current exemplar: USSA
- Getting Started
The report also includes a small discussion with USSA Wayne Peacock on customer-centricity.
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Digital Insurer's Comments
Digitisation has put customer loyalty at stake and now customers are able to change their insurers merely by clicking on few buttons. To keep customers satisfied, insurers will have to deliver superior customer service by truly connecting with customers and channelling the right service to the right people at the right time.Customer data analytics is going to play a key role towards greater customer-centricity as it will enable ensures in gaining greater customer insight.
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About the Author
Hugh Terry
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Hugh Terry
CEO
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