Building a better experience
Thanks for sharing your thoughts, Rachel. Your story is a great example of how a well-developed customer experience strategy can make a huge difference. I really like your point in step 2 about humanizing customer personas. The more information insurers can gather about different customer groups, the better they can cater to the people within them. And of course step 5 is essential - no strategy is going to be perfect the first time, and practice can help insurers refine their approach.