As digital interactions steadily increase, insurers now have the web, mobile and social media as the quintessential business platforms for shaping and evolving customer experiences, and ultimately their brand and profitability. The World Insurance Report 2014 from Capgemini and Efma assesses the digital capabilities of more than 250 insurers in 14 countries. It identifies where leading best practices exist, and the tactical approaches that can turn a digital presence into a differentiating customer experience.
Featuring data from over 15,500 customers across Europe, North America and Asia-Pacific, Capgemini’s exclusive Customer Experience Index (CEI) exposes the increasing gap that exists between insurers who are seekers of providing positive customer experiences versus those that are delighting customers with a strong digital service offering. The difference between the two is having direct impact on firm profitability.
Addressing both life and non-life segments, the World Insurance Report 2014 covers 30 insurance markets and includes insights from 97 senior executive interviews.