Successful transformations focus on the customer because that focus can generate a 20-30% increase in customer satisfaction and an economic gain of 20% to 50%.
Digital channels will be the crucial element for surviving the coming months without severe long-term consequences on the economic health of the company. And once things get back to normal, being digital will continue to deliver value in terms of superior customer experience and reduced operational costs.
Insurers who are at the very beginning of their digitization journey often underestimate the difficulty of seemingly easy projects. Transforming paper and PDF forms into user-friendly digital journeys that can be accessed on multiple channels and through any devices is one such project.