MIT Sloan Management Review Article on How Data Is Humanizing Customer Experiences

For most of us, the way we live our day-to-day lives has changed substantially since the beginning of the pandemic, with many of those changes now permanent. This shift has introduced opportunities and some challenges for businesses of all shapes and sizes.

It’s not just Zoom and Netflix that are seeing the transformative effects. A recent study found that property and casualty insurance customers now have much higher expectations for their insurers’ websites and mobile apps. Similarly, mainstream adoption of telehealth has continued to surge, growing by 36% in 2021 as health care consumers adopted it as a more routine option and states expanded insurance coverage for telemedicine. The use of retail banking apps and web apps has skyrocketed, while branch visits have plummeted — even among older generations.

About the Author

Rohit Kapoor (@rohitkapoorexl) is vice chairman and CEO at EXL, a multinational analytics and digital solutions company.

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