"I always joke that the best digital journey is only as good as the user; think of an inexperienced driver in a Ferrari," Iain Regan, of Semafone. (Credit: Den Rise/Shutterstock.com)
From the largest, most complex organizations to the smallest and nimblest businesses, nearly every insurance company must consider when and how to transform into a digital establishment if they haven't already, according to Eileen Potter, director for the insurance field at ABBYY.
Offering digital tools is becoming particularly important to meeting consumer expectations, with research suggesting digital customer service interactions will increase by another 40% in 2021. Demographic shifts among the consumer base, coupled with changes in behaviors and expectations, will drive much of this growth, according to Majesco.
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Steve Hallo
Steve Hallo is managing editor of PropertyCasualty360.com. He can be reached at [email protected]
