Commercial-lines customers will exert more influence over the insurance-buying process over the next year, driving insurers to support real-time interactions, a new report says.
In its latest report, “2014 Trends to Watch: Insurance,” Ovum says, “The insurance industry is at an inflection point between operating in a product-orientated marketplace and operating in a customer-orientated marketplace.”
The analyst firm contends insurers see it as an imperative to embrace customer-centricity due to growing customer empowerment, the increasing ubiquity of mobile capabilities and minimal economic growth in developed countries.
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