Redefining strategy in the Canadian insurance industry to build distinctive customer value and long-term success
Business processes rely heavily on data—which demands constant innovation and adaptation. As the digital landscape evolves and regulatory scrutiny increases, it’s critical to ensure that maintaining customer trust, transparency and privacy are top of mind. Pamela Snively, Chief Data and Trust Officer at TELUS, shares expert insights on embracing innovation while protecting privacy.
Insurers are on a journey to become an intelligent enterprise while still maintaining the personal experience for their customers. Our 22nd annual CEO survey found leading insurers are envisioning customer needs beyond traditional insurance and adopting proactive business models and approaches in support of this. For the first time in history, insurers are innovating with customer needs and experience at the centre.
Consumers aren’t looking at insurance products relative to other insurance products, they are looking at their insurance experience relative to other buying experiences.
Insurers are on a journey to become an intelligent enterprise while still maintaining the personal experience for their customers.
Analytics has a role to play in understanding consumer behaviour but there are also a lot of situations where consumer behaviour defies predictions.