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U.S. insurance carriers are shifting their focus to revenue growth, profitability and enhancing customer experience while keeping operations costs at an optimum level. In order to increase the customer base and retain the existing customers, carriers are adapting to a customer segment based approach.

Customer expectations are varying widely based on the age, buying power and life stage. For instance, Baby Boomers are looking for in-person contacts to buy retirement/ protection products, while Gen Y is likely to look for an interactive experience online or through social media.

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