Data transformation : what gets measured, gets improved when it comes to customer experience

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      <subfield code="a">Digital transformation has become the pervasive force progressing the modern insurance market. While technology comes with a myriad of flavours and facets, one truth is increasingly self-evident - that the quality of data used by an insurer is closely correlated with its ability to make the most out of market opportunities. Nowhere is this truer than in understanding customer sentiments, and consequently in improving customer experience. Insurers are acquiring ever greater volumes of data for analysis, from a growing range of different sources. Many of these sources can be broadly described as telematics and the Internet of Things, as the software within everyday office or household devices becomes connected in order to feed data about their usage, and informs insurance policies and claims.</subfield>
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