Exploring the fulfillment woes of insurance, and how to improve

The Fulfillment Gap is the gap between consumers’ non-insurance post purchase experiences and the post-purchase experience in insurance.

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At best, these gaps hold back member engagement and experience. At worst they create avoidable risks, losses, and liabilities. Overcoming them is a priority step toward improving CX.

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While mobile may have been seen as the backend of a product process in the past, mobile is now the critical beginning of the consumer connection for the future, and Direct to Mobile (D2M) marks the path.

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