PSTF: Customer experience: the new battleground
Providing a compelling customer experience will be the critical basis of competition for insurers in 2012 and the foreseeable future. This was the main message from Richard Edwards, principal analyst at Ovum, pictured, on managing IT strategy in an ever-changing technological world.
“12 months ago, I asked how many businesses had a Facebook account, and everybody just laughed,” he said. “What a difference 12 months makes. That is where our customers are, that is their network, so
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