Only 15% of customers are satisfied with their insurer’s digital experience. This is usually because of a disjointed customer experience. Each touch point may be a great stand-alone experience, but their cumulative experience across multiple touch points and channels over time is not. Insurers need to shift their focus from touchpoints to the journey.
For a long time the risk-averse insurance industry had no compelling reason to change. But customers have changed and so have their demands. They expect their pricing and product offerings that are relevant and personalized for their situation.
What’s the point of having flexible, fast and helpful technology if employees can’t embody the same behaviour? If digital transformation is going to succeed, it has to be a cultural transformation. So how does a digital culture act and behave?