Customer Information Management: Strengthening the Customer/Product Connection

Integrating customer service with technology has been an area of progress among insurance carriers in recent years and should continue in that direction, according to Donald light, senior analyst with Celent.

"This is an area we'll see more improvement as companies make investments in consolidating the information platforms their CSRs use to make it easier for the CSR and, therefore, better for the person calling in," says Light.

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