1. - Praveen Manjunath, Prashanth D., and Dipankar Kundu
VIEWPOINT
Relevance of customer centricity in insurance industry
Abstract
Democratization of Internet has disrupted the insurance industry by converting it
from a unique and a valued business that competed on offerings and coverage to
a commoditized business that competes on customer loyalty.
To build long-term insurer-customer relationships, insurers need to leverage digital
technologies to create a customer-centric experience that educates and empowers
customers while introducing more clarity and transparency.