A blueprint for helping customer insight professionals drive business growth
Maryan BroadbentAIA Insurance Group, Hong KongDavid Smith and Adam RileyDVL Smith, UK
BUILDING THE CAPABILITIES OF GLOBAL INSIGHT PROFESSIONALS
This paper was prompted by the arrival at AIA of a new Chief Customer Officer keen to ensure that the organisation had in place a blueprint to guarantee that its customer insight capabilities were fit to purpose and would enable AIA, the largest Pan-Asian life insurance group, to truly listen to the voice of customers around the world.
It has been over 50 years since Marshall...