Modelling customer experience in insurance: Context-System-Trajectory Theory
European Society for Socially Embedded Technologies (EUSSET)
My doctoral research is about modelling customer experience in insurance. Analyzing new insurers’ problematics with in the third French mutual health-insurer has emphasized the customer experience as a relevancy and complex subject. This application will describe our exploratory interviews methodology, our first finding: a new theoretical framework to analyze customer experience (our object), and considered next steps.