It's time for AI-X
The next evolution of customer experience coming soon
Customer Experience Excellence Report UK 2024/25
Following the FCA’s publication of their final rules and guidance in 2022, insurance companies are examining processes and procedures to ensure compliance, as well as examining end to end customer journeys to ensure customers do not experience poor outcomes. There is an opportunity for companies to use adherence to Consumer Duty as a force for good and as a key part of customer led growth.
"With the commoditisation of products and less room for pricing differentiation, the post sales experience will become more of a battleground. Insurance firms will have to focus on innovation and differentiation if they are to achieve competitive advantage."
James Henderson, Director, Customer and Operations – Insurance Sector Lead