Connected Journeys

“Around 84% of consumers feel that the experience a company delivers—including value, personalization and transparency—is just as important as the goods and services it sells”

– Forbes 2024

With advanced digital tools transforming insurance, customers now expect personalised, seamless experiences across all channels. Yet, over 40% of insurance customers are dissatisfied with their current digital interactions [McKinsey, 2023]. As the industry commoditises, insurers must diversify strategies to stay competitive.

The challenge lies in fragmented customer data and legacy systems, leading to inconsistent experiences and risks of non-compliant policies [McKinsey, 2024]. This disjointed structure erodes customer trust whilst exposing insurers to financial risks and fines. With customer experience now being a critical predictor of financial success, prioritising seamless interactions is not an option.

So, how can you effectively leverage advanced digital tools to deliver a truly omnichannel customer experience that is consistent, trustworthy and personalised?