Insurers are facing a moment of truth. Customer satisfaction levels have hit worryingly low levels. In our latest report “Fixing the Insurance Industry: How Big Data can Transform Customer Satisfaction”, we discovered that less than a third of customers globally are satisfied with the services of their insurance providers. Traditional insurers also face competition from new entrants who are determined to meet customer expectations. Non-traditional competitors, such as ecommerce majors and technology startups, are leveraging their data-rich customer interactions to create and sell insurance products. Alan Walker, SVP at Capgemini Consulting UK discusses the opportunities for insurers to improve customer satisfaction using Big Data and Analytics.
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