The Customer experience as a source of competitive advantage : what insurers can learn from other industries'leaders
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<abstract displayLabel="Summary">What is service? -- Services experience innovation: the way to maintain a competitive edge over time -- Social trends challenging your business -- Leading companies in creating a competitive edge through customer experience -- Factors limiting service quality -- Essential internal factors to pursue a customer experience differentiation -- Strategic considerations for insurers in designing their approach to customer experience -- Conclusions</abstract>
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