The Insurance Debate: Think about the customer journey
Stephanie Smith, retail ops director at Allianz, says the industry needs to do two things to earn customers’ trust.
The insurance industry needs a cultural shift, according to Allianz retail operations director Stephanie Smith.
Contributing to The Insurance Debate, Smith argued that insurers need to think more about the customer journey and tune into their needs.
She also highlighted that insurers' technology needs to improve to meet customer expectations.
According to Smith, insurers are at least five years behind the curve because of a lack of investment in IT.
She said: "Our industry needs to foster an
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