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Achieving the Benefits of Faster Technology Adoption to Deliver Digital Customer Service Excellence - White Paper

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For many insurance businesses, it has been essential to add digital channels to the customer journey just to stay in the competition. Many have added digital quote capabilities, the ability to buy products online and electronic marketing capabilities for promotion. Most insurance companies can now interact with customers across web and phone, as well as face-to-face. The variety of devices and channels that customers now use (and expect to get a consistent user experience from) is growing. However, in many cases, this digital experience is only skin deep. Beneath the surface of the digital customer processes, the core back-end systems are made up of legacy platforms that are creaking at the seams and struggling to keep up. The volumes of digital transactions that are coming through the front end, as well as the amount of data that is collected and needs to be collated, analysed and interpreted, continues to grow. In addition, the variety of devices and channels that customers now use (and expect to get a consistent user experience from) is also expanding. With today's consumers expecting fast responses in terms of immediate answers, results and service, all these volume, variety and speed factors mean that insurance businesses must change their models to become end- to-end digital businesses. "Most enterprises are experts at creating digital transactions but novices when it comes to creating digital businesses." Mark P McDonald and Andy Rowsell-Jones – Gartner July 2012

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