Plugging into Ecosystems
Omnichannel Experiences to Be Where and When the Customer Needs It
Improving Engagement with Customers
Create enduring relationships by personalizing interactions and services.
In today's fast-paced and interconnected world, insurers must be able to meet their customers where they are. This means they must be present in the channels their customers prefer to use and embed their products and services in the users’ daily activities. In other words, it all comes to make customers’ lives easier and more convenient.
To generate engagement in the ecosystems and connect with customers every day, insurers must create more fluid interactions with their customers, through omnichannel experiences. This implies embracing new technologies and data-driven insights to personalize interactions with customers and provide them with more value, as well as prioritize their feedback to create long-lasting and meaningful relationships that can lead to increased customer loyalty and retention.
Three Ideas to Take Away
CX TO THE NEXT LEVEL
Insurance companies need to create a customer experience that is aligned with what is happening in the ecosystems. The challenge is great, but customers no longer expect complex or slow processes. Even insurance needs to be engaging, agile and usable.
CONNECTING WITH THIRD PARTIES IS KEY
Delivering customer experience goes hand in hand with collaborating with third parties to offer new products, services and business models. The more an insurer is open to this kind of connectivity, the more prepared it will be to compete in ecosystems by delivering added value.
IMPROVING CUSTOMER ENGAGEMENT
The weakness of insurers when it comes to customer experience is their lack of customer touch points. Insurers need to improve this aspect and generate engagement through constant and fluid interactions and by offering new services tailored to each person.
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Plugging into Ecosystems
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Insurance Liquid Ecosystems
In this new scenario, insurers must be at the center and take advantage of the elements surrounding them.
Companies are transforming the way they interact with their customers. Now relationships occur both ways (companies-clients), where a network of empowered personas, tech-savvy companies and different players work together to deliver seamless, end-to-end and fluid experiences in the Insurance Liquid Ecosystem.
At the center of these ecosystems are insurers. The center is also the space in which the new digital and connected distribution takes place. On the outside are the emerging and cutting-edge technologies and the four acceleration forces: digital insurance garages or innovation labs; new entrants from other industries & TechGiants; insurance and technology regulations; and startups and insurtechs.
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