Policyholder expectations pose challenges for life insurers at every stage of the customer journey [Yahoo! Finance]
CAPGEMINI SE UNSP/ADR (CGEMY)
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Source: Yahoo! Finance
Policyholder expectations pose challenges for life insurers at every stage of the customer journey Best-in-class life insurers – those delivering quantifiably outstanding customer experience – achieve a 38% higher Net Promoter Score (NPS ® ) than their mainstream counterparts 67% of best-in-class carriers are ready to leverage generative AI to innovate their policyholders' experience and optimize operations Life insurance industry must shift perception away from simply ‘death insurance' to engage new generation of policyholders Paris, October 15, 2024 – The Capgemini Research Institute's World Life Insurance Report 2025 , published today, reveals that the life insurance industry is struggling to meet today's customer experience expectations, with legacy technology being a major barrier to driving meaningful change. However, the report identifies a small group of life insurers globally delivering quantifiably outstanding customer experience to achieve ‘best-in-class' status. I
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