A changing landscape
Customer expectations have never been higher, and with the insurance industry getting increasingly competitive, consumers can afford to be more picky than ever. David York argues that it is time to unravel the legacy spaghetti and start to get serious about putting customers first
"Today's customers call the shots. They no longer have expectations - they have demands and if you don't meet their demands, they will find another supplier that does", says Larry Hochman, corporate
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