Customer-Agent Relationship in the German Insurance Industry within Augmenting Digitalization of Its Society

This presentation examines the evolving customer-agent relationship in the German insurance industry amidst digital transformation. It proposes a value proposition framework encompassing key aspects such as interactivity, mobility, telepresence, customization, and information availability. Insights from interviews with sales agents highlight shifts in digital and non-digital stimuli influencing customer experiences and strategic implications for insurance sales.