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  5. Insurance customer service futures: A Lippincott case study

Insurance customer service futures: A Lippincott case study

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3 July 2018
Tom Scales

The insurance customer experience is lacking. See how Lippincott's customer of the future applies to insurance. Not evolutionary. Revolutionary.

Key research questions

  • How will the future customer affect the insurance industry?
  • Is the insurance industry prepared for tomorrow's customer?
  • What should insurers do today?

Abstract

Is the insurance industry ready for the customer of the future? Maybe. Find out why.

Customer service needs and goals in insurance are changing. Insurers are still learning what that means. This case study focuses on work being done by Lippincott and adds Celent's insights in insurance. Celent's sister company Lippincott has a unique vision for the customer of the future. Celent reviews their approach and adds their observations on how this applies to insurance.

The impact is dramatic. Consumers are underwhelmed by their insurance experience. Everything. Celent’s research shows that the investment in innovation in insurance is modest, perhaps even below modest. This needs to change.

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