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Organisational barriers hampering insurance customer service – Capgemini

By 2024-04-17T06:00:00

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‘Embracing AI-driven insights and automation is crucial for the industry to drive a competitive path towards underwriting profitability that adapts to evolving risk dynamics,’ says global leader

Organisational barriers – such as insufficient access to data (54%), legacy systems (51%) and a lack of skilled talent (47%) – are preventing insurance firms from excelling at customer service, according to new research from information technology company Capgemini.

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