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Frictionless CX: gearing up for scale

Creating a simplified, low-friction customer experience - whether that means taking premium payments directly from a customer’s mobile wallet or automating claims processing - is often seen as one of the keys to scaling up microinsurance among low-income populations.

“For lower income consumers, scale is reached profitably when you can combine technology with a human touch,” says Mathilda Ström, Deputy CEO of BIMA. “Technology is required for a simple, registration process, affordable and...

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