Medallia’s PDF, in partnership with Reuters Events, explores how customer and employee experience are shaping the future of insurance in North America. Insurers must evolve from product and price-driven strategies to experience-first models, embracing digitization, data integration, and real-time feedback. The report outlines five key actions: building trust through open data, reducing friction to boost productivity, improving claims efficiency, using APIs for personalization, and aligning customer and employee journeys. Leading firms like CAA, Aviva, and Transamerica demonstrate that streamlining experiences fuels loyalty, innovation, and operational performance.

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