Man-at-interactive-computer-screen-customer-experience Customers often report that they're willing to pay a premium for superior customer service. (Photo: Shutterstock)

Retail customer needs are simple: They value quality and ease of use, according to a 2018 Bain survey. But the same survey shows that most insurance organizations fail to meet those expectations. And 80% of the millennial demographic — increasingly the decision-makers for P&C — is open to switching providers if those two essentials aren't met. What's holding us back from delivering an exceptional experience?

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