End-to-End Self Service: Front, Middle, and Back Office

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7 September 2021
Marty Ellingsworth

Diminishing and Differentiating Tasks Across the Enterprise

No one wakes up in the morning and looks for ways to make their lives harder, more expensive, or less convenient. Quite the opposite, with data, AI, and cloud solutions all around us in our daily lives, we now expect modern digital experiences from everyone we interact with including robots. Our financial institutions and insurance programs are adding more service hours and quicker issue resolution by adding robots to the workforce and expanding the effectiveness of human interactions in the front-, middle-, and back offices.

Unlike new start-up industries, insurance companies have computer application systems that can easily date back 40 years or more and can’t handle data types flowing in from what are now commonplace smartphones. Modern customers are gravitating to companies that simplify the user experience and focus on personalized interactions with convenient, trusted, and automated access to services and information. Oftentimes this includes DIY (Do It Yourself) enabling. Not only do customers want this, but employees, agents, and partners also do too.

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Insight details

Life & Health Insurance, Property & Casualty Insurance
Subscription(s) required to access this Insight:
Insurance, >>Life/Annuities Insurance, >>Property / Casualty Insurance
Insight Format
Geographic Focus
Asia-Pacific, EMEA, LATAM, North America