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Benthurst & Co speaker at SVVG Congress in Zürich
On September 27, 2018 Xavier Bekaert was a speaker at the SVVG Congress in Zürich where he shared insights on how behavioural challenges of (end) customers can serve as inspiration for digital innovation in insurances.
Service innovation within the insurance business should start from 3 central ideas: sharing of productivity gains and reducing the client’s friction; capitalising on the client’s biases and unfulfilled needs; and finally helping clients overcome behavioural challenges.
Xavier also explained Benthurst’s view on the tension between the productivity effect of Artificial Intelligence versus unproductivity waves such as ageing, climate change and poor tech usage by consumers. Some key behavioural challenges spark from this tension.