William Jenkins/Agile Insurance Analytics I Commissioned by Cloudera The Journey to Understanding Your Insurance Customers Will My True Customer Please Stand Up?3 3 6 7 9 11 14 15 17 I. Executive Summary II. The Quest to Understand Your Customers III. The Advent of Data Proliferation IV. "Getting to Know Thy Customer" V. So Why is Insurance Still Playing Catchup? VI. Areas of Opportunity for Carriers VII. Important Steps to Take Now VIII. Powering the Digital Transformation in Insurance IX. Footnotes TABLE OF CONTENTS3 Executive Summary Companies are now recognizing that customer service, communication and personalization – the key tenets of any customer experience – are the major components to profitability and growth. So, what does it mean for an insurance carrier

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