Taking the insurance customer experience to the next level : managing the omni-channel insurance customer

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<title>Taking the insurance customer experience to the next level</title>
<subTitle>: managing the omni-channel insurance customer</subTitle>
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<namePart>Genesys Telecommunications Laboratories</namePart>
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<dateIssued>2014</dateIssued>
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<abstract displayLabel="Summary">Insurance providers must manage a number of journeys across time and channels throughout the customer lifecycle, such as insurer selection, coverage application, policy administration, risk control, claims processing, and coverage renewal. There are a number of significant challenges across these journeys, including growing competition and declining market demand (especially in developed markets), customers shifting from using agents and brokers to direct sales and service, a drive to reduce costs of customer acquisition and service, lack of customer loyalty and trust due to issues over claims handling and payments, and stricter regulation and compliance requirements </abstract>
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<topic>Empresas de seguros</topic>
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<topic>Fidelización de clientes</topic>
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<topic>Márketing de la empresa de seguros</topic>
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