Know Your Customer (KYC) is a much-used mantra for insurance companies, but more recent developments in behaviour change insights, nudge theory, empathy building, design thinking, and lived experiences may leave you somewhat bewildered. If you were wondering how this applies to you, the recent MiN Expert Forum putting customer research under the spotlight is a good place to begin.
“There was an idea prevalent in insurance that we were the experts. We had to...