Customer experience and automation: How to think about the future of customer interactions

Deno W. Fischer, principal, KPMG in the U.S., talks about the multiple insurance carrier-customer interactions that occur throughout the customer lifecycle and explains why no two customers – or interactions – are the same, nor should they be.

There are many customer-carrier interactions throughout the customer lifecycle: from awareness, to interactions during the buying process, to service and claims interactions.

Are all interactions the same in nature? Should all interactions follow the same experience paradigms? During this podcast, Deno W. Fischer, a principal in KPMG’s Customer Solutions Advisory practice, argues why they are not and should not.


Return to Insurance Insights 360: A KPMG podcast series