Technology driven insurance customer experience

The insurance customer experience is dynamic, with new layers of nuance added in light of the current pandemic. Insurers have always aspired to be part of their customers’ daily lives, not just an annual renewal reminder in their calendar or frantic phone call during an emergency claim. Technology is finally available for the transformative work of regular customer engagement and reimagined omnichannel experiences. Yet customer experience is only the beginning. To stand out from the crowd, successful insurance companies need to address insurer pain points in real time, becoming a companion and champion in policy holder's daily lives. To unlock new growth and build better connections and retention, the skills, processes, technology and culture of insurance must be reimagined. To truly achieve client-centricity, a comprehensive digital transformation is required to transform the insurance industry in the eyes of customers.