In recent years, customer expectations have evolved, with people expecting faster and more convenient experiences. This trend accelerated during the pandemic, partly driven by customers wanting to minimize unnecessary in-person interactions. As a result, customers became more comfortable with — and even prefer — online transactions. Carriers responded to this demand in many ways, but generally by using additional data and reducing unnecessary process steps.

We recently spoke with Kelly Rush, Director, Home Solutions, at LexisNexis Risk Solutions, to discuss the role of data solutions in improving the customer experience. He also explains why data is critical to better understanding changes in exposure and risk.

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