Insurance Customer Experience Trends in the Age of Digital

•

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Learn about the latest trends and initiatives for the digital insurer from strategic industry advisory firm SMA. Read this eBook to discover the role digital transformation can play in improving customer experience: http://ap.pn/2kyFvsK

Technology

PROCESS
INTEGRATION
DATA
RULES
SECURITY
INTERFACE
CONTENT
ANALYTICS/REPORTS
COLLABORATION
MOBILE
INSURANCE CUSTOMER EXPERIENCE
TRENDS IN THE AGE OF DIGITAL
97%of L&A
Insurers
94%of P&C
Insurers
IMPROVING
CUSTOMER
EXPERIENCE
WAS LISTED AS THE
1
CX
STRATEGIC
INITIATIVE*#
Insurers Recognize the Changing Expectations
Over Half Mapped or Plan to Map Customer Journeys**
Creating a Seamless Customer Experience
50%
28%
17%
5%
0%
Plan to
Map
Mapped and
Implemented
Mapped, Plans
to Implement
No Plans to Map or
Don’t Know Their
Company’s PlansMapped,
but No
Further
Plans
DIGITAL TRANSFORMATION
FOR THE CONNECTED
CUSTOMER EXPERIENCE
#theconnectedinsurer
Insurers Need to Adapt and Deliver
Consider These Statistics...
Signiﬁcant Investments are Being Made in CX Projects***
46%CRM
44%Web/Digital
39%Insured
Self-Service
For Property & Casualty
71%Web/Digital
46%Insured
Self-Service
39%CRM
For Life & Annuity
The Good News...
Putting the customer at the center of your enterprise
to create a seamless customer experience is possible.
Achieve operational
excellence with the Appian
Low-Code Digital Platform
for a seamless experience
that goes beyond
policyholders, to brokers
and producers as well.
Insurers looking to gain a competitive
advantage must put strategy into
action to change the customer
experience through digital
transformation.
Top 3 CX Projects, % of Insurers with Signiﬁcant Investments
* Source: SMA Research, 2017 IT Spending and Priorities, n=87
** Source: SMA Research, Customer Experience 2014, n=61
*** Source: SMA Research, Insurance Ecosystem 2016, n=116

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Insurance Customer Experience Trends in the Age of Digital

1. PROCESS INTEGRATION DATA RULES SECURITY INTERFACE CONTENT ANALYTICS/REPORTS COLLABORATION MOBILE INSURANCE CUSTOMER EXPERIENCE TRENDS IN THE AGE OF DIGITAL 97%of L&A Insurers 94%of P&C Insurers IMPROVING CUSTOMER EXPERIENCE WAS LISTED AS THE 1 CX STRATEGIC INITIATIVE*# Insurers Recognize the Changing Expectations Over Half Mapped or Plan to Map Customer Journeys** Creating a Seamless Customer Experience 50% 28% 17% 5% 0% Plan to Map Mapped and Implemented Mapped, Plans to Implement No Plans to Map or Don’t Know Their Company’s PlansMapped, but No Further Plans DIGITAL TRANSFORMATION FOR THE CONNECTED CUSTOMER EXPERIENCE #theconnectedinsurer Insurers Need to Adapt and Deliver Consider These Statistics... Signiﬁcant Investments are Being Made in CX Projects*** 46%CRM 44%Web/Digital 39%Insured Self-Service For Property & Casualty 71%Web/Digital 46%Insured Self-Service 39%CRM For Life & Annuity The Good News... Putting the customer at the center of your enterprise to create a seamless customer experience is possible. Achieve operational excellence with the Appian Low-Code Digital Platform for a seamless experience that goes beyond policyholders, to brokers and producers as well. Insurers looking to gain a competitive advantage must put strategy into action to change the customer experience through digital transformation. Top 3 CX Projects, % of Insurers with Signiﬁcant Investments * Source: SMA Research, 2017 IT Spending and Priorities, n=87 ** Source: SMA Research, Customer Experience 2014, n=61 *** Source: SMA Research, Insurance Ecosystem 2016, n=116

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