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Accenture 2013 Consumer Driven Innovation Survey


Article Synopsis :

Technology and digitisation have empowered customers and they have now become more discriminating when making decisions. Insurers must respond by delivering a more tailored and personalized customer experience. Savvy customers expect that insurers will build applications, interfaces and  products that meet their needs.

 The Digital Insurer reviews Accenture’s Report on Consumer Driven Innovation Survey

Delight me – Make it mobile,seamless and social

In the 2013 Consumer-Driven Innovation Survey titled “Playing to win”, Accenture describes the new business model for the customer-centric digital insurer. As per the survey report, insurers must base their customer-experience blueprints on five core elements in order to create experiences that are valued by customers:

  1. Know me — customer relevance
  2. Show me you know me — relationships at scale
  3. Delight me — seamless experience
  4. Enable me — inherently mobile
  5. Value me — naturally social


Digital Insurer's Comments

It’s the right time to transform from a customer-driven organisation to digital customer-driven organisation. Insurers who proactively analyse and respond to every aspect of customer behaviour and who design an appropriate business model for building customer loyalty will prosper while the less-agile competitors will suffer. The top priority of insurers should be:

  1. Addressing unique demands of customers
  2. Analytics driven customer centricity
  3. Process automation (policy, claims, marketing, sales etc.)

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