Voice of the customer: time for insurers to rethink their relationships
Ernst & Young’s Global Insurance Customer Survey 2012
"I liked that it was broken down into assumptions and then each one was discussed in more detail with accompanying graphs." - Manager, Insurance
Faced with the unprecedented challenges of troubled financial markets, changing regulatory oversight and economic uncertainty, there is a risk that some insurers might not be listening and responding to the most important voice of all: their customers.
However, understanding how customer behaviors and attitudes are changing is critical for any insurer hoping to navigate through this difficult time. Previous assumptions and received wisdom about customers may no longer be reliable, and those insurers who are best able to respond to what customers want are most likely to succeed.
We invite you to join with our insurance colleagues from around the world in a live webcast discussion as we launch and explore the findings of our groundbreaking new global survey, which polled 24,000 life and non-life customers across 23 countries.
The survey findings:
- Separate fact from fiction about customer loyalty
- Examine the issue of customer attrition
- Look at what's needed to enhance customers' experiences
- Provides valuable insight into the future of the industry
The results will certainly provide food for thought and a call to action for the industry and we hope you can join us.
Discussing the survey highlights and answering your questions will be:
Shaun Crawford, Ernst & Young's Global Insurance leader
Graham Handy, Ernst & Young's Asean Insurance leader
David Hollander, Ernst & Young's Global Insurance Advisory leader
Mike Fitzgerald, Senior Analyst, Celent
May Knight, Ageas Insurance International Group
Steve Jack, Zurich Financial Services Limited
Adam Walton, Executive Director in Ernst & Young's Financial Services Performance Improvement practice, will moderate the webcast.