Reimagining the Insurance Customer Experience 

This white paper discusses how digital approaches to technology, data, and customer engagement can redefine the customer experience.

A Customer Centric Approach is Critical

Most insurers acknowledge the impact of changing customer expectations on their organizations and recognize the value of customer experience for retention and loyalty. Under pressure from the accelerated pace of industry demands, however, many have fallen back to the more traditional inside-out view. But providing the digital omnichannel experience customers demand will require reimagining the insurance customer journey with an outside-in approach embedded throughout the enterprise. It will need new approaches to digital engagement, automation, technology, and data.