The reality of how people communicate, interact with one another and use products and services has changed radically. New consumer behaviours mean that insurance companies have to be proactive and offer solutions that enhance the customer experience by paving the way for integrated, omnichannel relationships.
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 themselves, but also for their distribution network.
This evolution in the industry heightens the importance of shaping the business around the customer. Also, customers and companies need multiple channels of data access. At the same time, everything is moving towards self-service functionality with integrated processes and systems that ensure service delivery is streamlined.