Axa's Gareth Howell on putting customers before innovation
Innovation is currently the talk of our industry for good reason. We are facing potentially challenging times, with start-ups bringing new tech, new ideas and a new outlook to the sector. However, Gareth Howell, managing director of personal direct and retail partner at Axa UK, warns in the scramble to modernise, we are in danger of forgetting the most important part of the equation – the customer.
Insurers have always been good at doing the basics like understanding and managing risk, which is pretty much our job, but we have been slow to realise that our approach to customers needs to evolve
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