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Insurance executives struggle to find the right balance between improving profitability and providing competitive pricing and an unmatched customer experience. Activities that focus on customer experience can run counter to goals such as lowering loss-adjustment expenses, reducing operating costs and decreasing combined ratios. The key to achieving the right balance is an enterprisewide commitment to data and analytics, which fosters fact-based decision making, delivers trusted, reliable and timely information for users to act on, and builds a strategic analytic culture.

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