For fintech, insert InsurTech.  Or InsTech or, whatever term you use to refer to technology, largely software, used to deliver a service.  

So, where fintech has blazed the trail, largely in the banking sector, insurtech is following hot on its heels.

The article, largely reporting on a recent Capgemini and Efma survey, showed that there's a strong link between positive customer experience and loyalty and that banks need to devote additional resource to customer interactions.