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There’s one ugly truth behind most every digital insurance transformation project: the customer experience sucks. Armed with personal technology and near-ubiquitous connectivity, customers are continuously exposed to highly personalized and data-driven customer experiences. The companies they like to do business with “know them.” They know their location, their purchase histories, their communications preferences, and they offer almost-empathetic customer experiences; customer experiences that insurers are only just beginning to consider, much less deliver. Sensing the opportunity to improve frustrating and repetitive tasks and transactions, insurtechs have flooded the insurance technology market. They’ve pushed innovation in wearables and telematics, as well as AI-driven solutions, like chatbots, virtual assistants, object recognition, and voice biometrics, attempting to create frictionless customer experiences and new more customer-centric business models. But nothing’s that easy. |
