In an increasingly competitive landscape driven by technological advancements, evolving consumer expectations, customer loyalty and engagement are pivotal in driving growth and maintaining a competitive edge.
Establishing customer loyalty and engagement requires brands in the insurance sector to focus on their most valuable customers and provide them with the right products and benefits to better engage with them, earn their loyalty and thereby drive superior commercial results.
At the recent InsureTech Connect Japan (ITC) 2025, James Ellis, Collinson International’s Vice President of Business Development in Asia Pacific, joined a panel with Yashish Dahiya, Chairman & Group CEO, PB Fintech Limited, Policybazaar Insurance Brokers Private Limited, Steven Tan, Senior Vice President, Business Development and Product, MSIG and Krishna Manda, Executive Officer, Customer Care and Policy Admin, AI Business Leader, Metlife Japan to share insights on securing customer engagement in an experience economy.
Moderated by Yuichi Nakanishi, Collinson International’s Director for Business Development, Japan, the panel revealed insights on how insurance brands can unlock the power and influence of experience-led rewards and benefits to strengthen customer engagement and loyalty.
Key highlights from the panel discussion include:
Travel demand continues to grow in Japan and in Asia Pacific. This presents growing opportunities for brands, particularly in the BFSI sector, to further enhance their customer value propositions to engage with their most valued customers and in turn, drive business impact.
In the insurance sector, providing a personalised, human touch is particularly important for insurers to form genuine relationships with customers. At the same time, it is crucial for brands to leverage technology and innovation to adapt and meet the ever-changing customer landscape.
Insurance brands are actively collaborating with brands from other industries such as travel and hospitality to better meet the evolving needs of their customers. Integrating travel benefits into their products and solutions can be a key differentiator that allows them to deepen engagement and build customer loyalty. MSIG for instance partnered with Collinson International to provide SmartDelayTM as a key benefit to their customers through MSIG Easy Lounge. In the event of a flight delay, their customers can enjoy instant access to airport experiences globally without an extensive claim procedure.
