Emerging Insight: Stay informed in 2017

How has a large insurer become customer-centric? What can we learn from M-PESA’s success? This year our Emerging Insights answered these and many other questions. Catch up on three of our top insights from 2016:

1. How MetLife shifted its focus to its customers. A dramatic shift in culture was achieved by changing the metrics used by the insurer to measure performance and incentivize results.
2. How to customize for small businesses. Various case studies show that customization is most feasible for large segments of small businesses or at the level of a distribution channel, rather than at the individual client level.
3. Learning from M-PESA’s marketing success. The remarkable awareness levels achieved by M-PESA show that it is best to start by marketing just one product feature through one simple message.