interaction and perceived quality of care , according to Peter Pugh-Jones , Director of Financial Services at Confluent .
He says : “ Legacy systems inevitably place a heavier burden upon human interaction . With exceptional service the way to a customer ’ s heart , insurance companies have historically relied on one-on-one relationships between agents and customers to sway customer sentiment .
“ Therefore , automation and human interaction is a tricky balance . Worstcase scenarios force customers to repeat conversations with multiple agents , each of whom is behind the curve as their legacy system fails to keep pace with updates to a customer ’ s account – or what their colleague has just heard .”
For Pugh-Jones , the first step to digitisation , without fear of losing a personal connection between agent and client , is for insurers to introduce a data streaming approach into their analytics .
This includes introducing “ entities in the stream , gathering context-awareness
“ Insurers must decide why they need to innovate in the first place ; digital transformation without a plan serves no purpose at all ”
RENE SCHOENAUER DIRECTOR OF EMEA PRODUCT MARKETING ,
GUIDEWIRE
and triggering new alerts when there ’ s immutable evidence that a certain event has taken place , then sharing relevant information as a result ”.
He adds : “ Data streaming will play a big part in giving insurance companies realtime access to all kinds of data so that goals they have now – personalised customer
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