凯捷：2025年世界人寿保险报告：弥合客户体验差距（中译版）（36页）.pdf

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1、Bridge the customer experience divideEnsure life insurance relevancy through relentless customer centricityWorld Report Series 2025Life InsuranceForeword 3 Executive roundtable participants 4Executive summary 5 The great CX divide:A threat to long-term industry viability 6 The path to customer centr

2、icity:Intelligent and streamlined processes 14 Orchestrating transformation:Enhance data and deploy Gen AI for experience innovation 22 Conclusion 27 Methodology 28 Partner with Capgemini 29Contents2World Life Insurance Report 2025ForewordTodays life insurers find themselves in an environment filled

3、 with challenges theyve never faced before.Our World Life Insurance Report 2025 suggests how life insurers can make innovative choices today to drive customer centricity in the future in ways that will resonate with key customer segments even as demographics shift.The key is to offer adaptability,fl

4、exibility in coverage,and an array of personalized policy types and engagement channels.Our report shares strategies to counter the shift of modern life insurance from a must-have purchase to a maybe proposition.Carriers can pivot from standard death benefits to financial advice and wellness solutio

5、ns that are more relevant to the needs of current and first-time policyholders and will help insurers retain and increase wallet share.Our primary research determined that only five percent of carriers globally can be considered best-in-class life insurers that consistently deliver outstanding and p

6、ersonalized customer experiences via unified customer views.This top tier is also notable for providing lifetime customer value,automated underwriting,tech-enabled policyholder conveniences,streamlined claim processes,empathetic engagement,and flexible payout options.Based on our findings,we created