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Keeping up with the evolving needs of customers (Sin Chew)

In order to achieve customer-centricity in today’s thriving digital era, insurance companies like AmGeneral Insurance Bhd (AmGeneral) are defining their digital strategies to respond to these changes in expectations and behaviours, says Luke Boyle, the Chief Operations Officer (COO) of AmGeneral Insurance.

Over the last decade, the e-commerce boom has transformed online purchasing from a peripheral consideration to the main preference for a worldwide customer base that continues to grow rapidly. For businesses, this has meant a great number of benefits as purchasing habits have shifted from the streets to laptops and handheld devices. However, it has also offered a tough challenge to industries that have traditionally thrived on face-toface interaction. In order to achieve customer-centricity in today’s thriving digital era, insurance companies like AmGeneral Insurance Bhd (AmGeneral) are defining their digital strategies to respond to these changes in expectations and behaviours, says Luke Boyle, the chief operations officer (COO) of AmGeneral.