The reality of how people communicate, interact with, and consume has radically changed. New consumer behaviours require insurance companies to be proactive, offering solutions that can enhance the customer experience by enabling an integrated, multi-channel relationship.
As well as responding to new demands, insurance companies must continually offer new products and services, with working processes that are designed to enhance both efficiency and flexibility. This new ethos is important not only for the insurance companies, but also for their distribution network.
This evolution increases the importance of shaping the business around the customer, as well as enabling multiple channels of data access for both company and customers. Concurrently, self-service functionality is proliferating; integrated processes and systems are required to ensure the delivery of streamlined services.