Proximity to the Customer in Insurance 4.0

Bernardo Nicoletti ()
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Bernardo Nicoletti: Temple University

Chapter Chapter 5 in Insurance 4.0, 2021, pp 101-138 from Palgrave Macmillan

Abstract: Abstract Customers have substantially changed their ways of conceiving the nature of the relationship with financial institutions. Financial institutions should not remain static in their positions. They should look forward and try to anticipate their competitors. This approach is not as easy as it seems. Companies should understand why and how their customers have changed and how they can leverage this situation to find more effective approaches, improve their interactions, and build trust-based relationships even on online proximity.

Keywords: Customer proximity; Customer experience; CX; Customer journey (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:pal:psincp:978-3-030-58426-9_5

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DOI: 10.1007/978-3-030-58426-9_5

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