Digital Disruption Meets Customer Experience
Changing customer expectations are disrupting every industry, especially the insurance industry. What customers want compared to what insurers think they want tends to differ. Many consumers today expect their insurer to provide an experience as seamless as the experience they have on Amazon. Delivering a great customer experience relies on a wide variety of digital capabilities. Whether your customer is the policyholder or the distributor, customer strategies rely on technology, data, and process changes, and, for many insurers, organizational or cultural changes.
This requires a digital transformation vision. This vision must fully embrace the challenges and opportunities of digital technologies in a strategic and prioritized way. This can leave many insurers wondering how do I get started?