Jeff Kamrowski, senior vice president, application delivery and business practices, Selective Insurance
The biggest challenge we face with developing customer-facing technology solutions that meet customer expectations is the variety of rapidly evolving options available in the personal technology space. The constant influx of dynamic new options to communicate and share information with little or no boundaries around privacy or data security has created a demand that is difficult to meet in business applications.
As we continue to offer technology solutions, we invest additional time and resources to monitor emerging trends in customer satisfaction. Conducting additional user-group meetings and carefully monitoring research published by firms such as Celent, Comscore, JD Powers, and Forrester ensure we are able to recognize and plan for changes in customer expectations both within and outside our current customer base.