Hyper-personalized engagement

As customer behavior and preferences evolve, there is a glaring need for insurers to transform to an experience-led engagement approach.

Experience-led engagement

A successful experience-led engagement strategy offers:

  • – Products that suit evolving customer needs and preferences across the lifecycle
  • – Outreach to customers during the times they are likely to perceive insurance coverage to be the most valuable
  • – Interaction via the channels that customers prefer and access the most.


Experience-led engagement model


World Insurance Report 2020

As digital adoption is now mainstream across generations and willingness to purchase insurance from BigTechs is increasing, the World Insurance Report 2020 from Capgemini and Efma explores the changing trust equation between insurers and customers, and how insurance companies can use hyper-personalization to address it.

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