“ BEFORE THE PANDEMIC , MANY ORGANISATIONS SEEMINGLY DISTRUSTED THEIR OWN TECHNOLOGICAL CAPABILITIES AND DOUBTED THE SKILLS OF THEIR OWN WORKFORCES ”
DIGITAL TRANSFORMATION
Consumer expectations have changed COVID-19 completely changed the landscape for insurers . First , workers confined to their homes needed access to data and systems almost overnight , as well as the ability to conference and collaborate with colleagues . Then consumers became more demanding , driven by better digital experiences that they encountered in more agile industries , such as food delivery and online streaming .
Laura J Hay , global head of insurance for KPMG International , says : “ Customer patience and loyalty has worn thin . With lots of digital competition now in the market , customers have become increasingly willing to reconsider their insurance options .”
Prior to the pandemic , reluctance to embark on digital transformation programmes was not just affecting customer experiences –
“ BEFORE THE PANDEMIC , MANY ORGANISATIONS SEEMINGLY DISTRUSTED THEIR OWN TECHNOLOGICAL CAPABILITIES AND DOUBTED THE SKILLS OF THEIR OWN WORKFORCES ”
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