TECH SUPPLIER May 2023 - IDC Survey - Doc # US49412923

The Intricate Trade-Off Between Digital Self-Service and Empathetic Support: Worldwide Insurance Consumer Trends Series — Part 2


Davide Palanza
On-line Presentation


The IDC Survey aims to assess the importance of specific insurance components and global changes in consumers' purchasing behavior on insurance. This is achieved by investigating consumer attitudes toward insurance products across the world, spanning all lines of business (LOBs). The survey garnered participation from 1,888 global insurance consumers in EMEA, the U.S., the U.K., and Asia/Pacific.

The objectives of the survey presentation were:

  • To identify customer expectations and behavior changes in terms of omni-channel and personalized involvement in the aftermath of ongoing crises and global uncertainties
  • To determine changes in worldwide purchasing patterns for non-traditional insurance products
  • To identify why and how customers are pushing insurance companies to new and unprecedented standards that determine the criteria with which insurance brands are now evaluated

This IDC Survey discusses consumers' expectations for omni-channel experiences, appetite for individualized services, desire for integrated propositions, and readiness to share data, and ultimately the importance of trust, ethics, and corporate social responsibility.

This is the second presentation out of four from the Worldwide Insurance Consumer Trends Series.


  • 26 slides

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