CUSTOMER HABITS : SHAPING THE MARKET
DIGITAL STRATEGY
32 subject matter of ‘ legacy insurance ’ such as P & C ( property and casualty ) and towards more exploratory aspects of the value chain . Keith Rutman believes that the shift in leveraging data and digital technologies from back-end processes ( underwriting , policy administration and fraud detection ) to front-end use cases like customer service , quotations , claims and overall customer engagement is indicative of the sector ’ s most obvious maturation . “ I ’ ve noticed that [ Saggezza ’ s ] work with clients in the area of data and advanced analytics has remained consistent over time and there ’ s been a noticeable uptick in client interest in front-end , userexperience and user-interface work to improve engagement , self-service and customer experience with our clients ’ brands .”
CUSTOMER HABITS : SHAPING THE MARKET
As customers become acclimatised to the digital experience throughout their daily lives , whether for shopping , finance , lifestyle management , etc , the importance of a refined strategy to reflect changing preferences becomes indispensable . This is no less true for insurance , which , although a centuries-old industry , cannot escape the call for better , faster and more convenient service . “ As consumer shopping and purchasing habits have shifted more toward digital or online means , it ’ s signalled an acceptance and an interest in that type of digital experience across categories , including those that were once thought of as complex transactions requiring the assistance or hand-holding of an expert ,” says Rutman . “ Now , digital technologies can take on a portion
SEPTEMBER 2020