Author: Nelson Camara

With more than 30 million South Africans active on social media, insurers have a wealth of unstructured data to tap into. Insurers can effectively ‘listen in’ to their customers, apply predictive modelling, and use the insights to gain a better understand of customer behaviour. In turn, this can result in improved customer engagement and experiences, and the development of more customised solutions that open new growth opportunities for the insurer. In fact, enhancing the customer experience through an awareness of their preferences and sentiment at any given point in time can add immeasurable value to the insurer. An example of…