Voice of the Customer – Is it Heard in Insurance?
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As customers demand more, the insurance industry has to listen or lose out. An effective voice of the customer programme (VoC) will not only create an environment for continuous improvement, but also provide a competitive advantage in an increasingly crowded market. With more insurance companies conducting their own customer research, Andrea Charles from the PEX Network spoke to Lisa Schilling, RN, Vice President, Health Care Performance Improvement, Kaiser Permanente, about bringing the voice of the customer into the heart of the process to remain competitive in the digital age. This interview took place ahead of PEX Network’s 3rd Annual Operational Excellence in Insurance event.
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