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It probably goes without saying that improving customer satisfaction is a challenge for any business. From delivering consistency across all channels, to keeping up with a rapid pace of technological change and an increasingly demanding customer base, the road to transformation can appear daunting to most. But to insurance providers, the challenge can seem even greater - whether it's dealing with a lack of opportunity to engage with customers or with what is arguably the biggest concern: trust. We explore the reasons and the possible solutions when it comes to the T-word for insurers looking to transform their service.