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Using advanced analytics to track the customer journey in insurance

This paper examines customer engagement in insurance and opportunities for the industry in abandoning manual, paper-based processes for automated ones. It outlines an innovative approach to help insurers understand how they interact with policyholders, agents, brokers, and third parties and to identify areas of inefficiency and excess cost. Insurers can use this information to modernize and transform their customer touchpoints, portals, systems, and processes – thus enhancing customer satisfaction and their bottom line.
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