SSP, a leading global provider of insurance technology, has launched its latest white paper, ‘Digitising the customer journey’, which identifies how insurers can harness the power of technology to drive better digital customer service.
With the explosion in the number of digital devices and channels favoured by consumers, the white paper examines the increased opportunities but also the challenges facing insurers in an increasingly competitive market. For example, Cisco predicts that globally, the number of internet-connected devices is expected to reach 50 billion by 2020. Meanwhile, recent research from Eptica has highlighted that insurers are lagging behind other sectors such as fashion retailers, answering only 57% of customer queries online versus 79%.
SSP’s white paper identifies four critical elements of the digital customer journey which insurers should consider when adopting new technologies.
The four key areas are:
Adrian Coupland, Head of Data Strategy for SSP said: “The pace of change over recent years has been frenetic and digitalisation is now about much more than simply adding new sales channels or self-service capabilities. Becoming digital is about fundamentally changing the way business is done whether that means better supporting end-to-end digital transactions for better operational efficiencies or ensuring the seamless experience that 21st century customers expect”.
“A complete business model re-design is a daunting prospect but anyone planning to upgrade their technologies should start by reviewing their entire business processes. Only by mapping these out and deciding what you want the customer’s journey to look like can you establish which elements have the potential to drive the most value in the shortest possible timescales.”