Facing ever-changing demands from the regulator and consumers alike, insurance providers must adapt their processes to produce a superior customer journey.
As such an integrated technology and customer experience strategy is not just a luxury, but an integral component of any insurer's ambition to differentiate itself in this competitive marketplace.
Because the expectation of policyholders are no longer shaped by their experiences within the financial services space, but dealings with retailers, media and other service providers on a daily basis.
Against these benchmarks, providers must embrace the likes of real-time customer interaction and the potential of mobile to move away from being product centric to embrace a culture that places the consumer at the heart of everything they do.
This was the focus of a recent webinar, delivered in partnership with Deloitte and Oracle, which delved into these topics to assess what needs to be done to achieve a return on digital investment and common obstacles that may be faced along the way.
Topics discussed include:
• Sharing a single set of rules and product calculations across multiple business areas and systems
• Innovating on business processes that cross traditional functional areas
• Reducing the complexity of an IT ecosystem to reduce risk and optimize performance through common rules architecture
• Implementing highly configurable, rules-driven systems to align policy lifecycle processes with their business transformation strategy
David Punter, principal consultant, Insurance Global Business Unit, Oracle
Richard Pryor, director, technology integration, Deloitte
Moderator: Jonathan Swift, group editor-in-chief, Post
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