Spotlight: Personalisation – what progress has been made?
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Customers now expect personalised service, tailored products, and the ability to buy, update and access their policies 24/7. Valerie Hart explores how insurers are moving away from a one-size-fits-all approach because they can’t afford to be left behind.
The insurance industry hasn’t developed as quickly as many other sectors when it comes to customer personalisation. Large insurers are having to tackle legacy systems and redesign processes as channel
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