1. ORGANISATION OF EASTERN AND SOUTHERN AFRICA INSURERS 39TH ANNUAL CONFERENCE
Theme : The Future of the Insurance Industry In Emerging African Markets
4th to the 8th September 2016 1 1

2. ?
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3. Topic:
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4. STAKEHOLDERS Client Insurance company board and shareholders
Insurance company staff
Brokers
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6. OESAI 39TH ANNUAL CONFERENCE 4th to the 8th September 2016

7. EDUCATION In country qualifications Minimum qualifications
Local insurance Institutes
OESAI 39TH ANNUAL CONFERENCE 4th to the 8th September 2016

8. Summary of customer centric culture
Creating customer centric culture into an organisation requires the organisation to view everything they do from the customer perspective.
Customer Centricity has to be driven as strategic business initiative.
With right kind of approach, training and change management it is possible to see the first positive results within months.
Both research and organisation specific ROI calculations proof that customer centricity has direct impact to revenues and profits. 
“You should never put aside the need for profits when you found customer experience projects”
-Harley Manning, Forrester Research, 2013ah
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10. The End
Thank you
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