Customer-centric insurers' new gold standard for service requires a seamless back office : connect the customer experience with a seamless back office

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      <subfield code="a">Customer-centric insurers' new gold standard for service requires a seamless back office</subfield>
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      <subfield code="a">Insurers' new gold standard for customer service requires a seamless back office that connects customer data and insights with service delivery and value. Many insurers have focused mainly on the customer-facing elements of the end-user experience, such as faster, intuitive websites and user-friendly apps, in their bids to become customer-centric. The next step, and more consequential challenge, is to get to know customers better and uncover insights from how insurers interact with them. And finally, once those insights are learned, insurers need a corresponding agile and seamless back-office architecture to connect customer data and insights to service delivery and value.</subfield>
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