Customers The customer is the focus of everything we do, and their experience is the fundamental pillar underpinning the transformation of all our operational and business processes. A CHANGING ENVIRONMENT More information New lifestyles New technologies and data New competitive environment Regulation New technologies allow us to hyper-personalize relationships with customers, adapt to their new habits and behavior to develop products and services that align with their needs and create unique experiences. The client has different expectations of their relationship with insurance and demands that it adapts to their needs. The proliferation of data and access to technology are accelerating the digitalization of the sector. Reduced barriers to entry mean that insurance is no longer the exclusive preserve of insurers. Regulatory changes impact on leveraging trends and the use of information and technology.