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Aligning behind your customer agenda

Aligning behind your customer agenda

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We would like to present a recently launched KPMG report “Aligning behind your customer agenda” that looks at the fundamental capabilities essential for non-life personal lines insurers.

For insurers, understanding and meeting the needs of the customer agenda is critical to success and future growth. The key to customer-centricity lies in the ability to design and deliver compelling, seamless customer experiences. This requires alignment within the entire organization — across the front, middle and back office. We call this the KPMG Connected Enterprise.

KPMG Connected Enterprise helps insurance companies to see and serve their customers as people with a wide variety of insurance needs and preferences, and not just as policyholders according to how their business units define them — as, for example, homeowners, vehicle owners, business owners, or insured lives.

A new report highlights how the non-life personal lines insurance industry as a whole is lagging behind other industries significantly in applying and extracting the value from being a connected enterprise. What’s more, although non-life personal lines insurers placed a higher priority on creating an interconnected and aligned organization, more than three-quarters of respondents say such efforts haven’t generated the returns they need.

The report provides some practical insights on the fundamental capabilities essential for non-life personal lines insurers to become a customer-centric, agile and digitally transformed connected enterprise.

© 2021 KPMG. KPMG Audit LLC, KPMG Tax and Advisory LLC and KPMG Valuation LLC, companies incorporated under the Laws of the Republic of Kazakhstan, member firms of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved.


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