There’s something new happening in the insurance industry. After a decade spent buying technology to make it easier to do business with customers, insurers now are focusing on technology to make it easier for customers to do business with them.
Consumer technology, in all its forms, is shaping peoples’ patience and expectations for when and how they communicate and do business. These evolving expectations are prompting insurers to reconsider their business models as well as their technology investments. You can see insurers adopt this outside-in perspective as they consider how to engage their customers, as they launch consumer-direct businesses, and join digital insurance ecosystems.