Few years ago, digitization was the new frontier of business and it was identified with a generic renewal of IT systems. Over time, the buzzword “Digital” has become concrete and now we refer to a real transformation of a company with new models in business and organization.
The traditional economy is now undergoing a deep transformation from a linear model to an ecosystem model that, thanks to the diffusion of digital technologies, is changing the industry into a completely open, interconnected and dynamic network.
Nomad and unemotional personality. Here is how the 4.0 client will look. So, how can we read these peculiarities to direct them in the right path? Are there any business models that can incorporate this cultural and social change? A lot of Insurers realized that, in order to operate in the current market, it’s no longer enough to propose a linear strategy, but it becomes necessary to catch customers within an ecosystem of services in which the goal is to enter into the habits of the end consumers.
As in other market industries, digital distribution channels are now becoming the main players in the insurance industry as well. The clients, in fact, expect digital capabilities also during all the phases of the purchasing process and they expect to have also those products that traditionally are sold by agents. In this scenario, Insurers cannot avoid providing, through new touch points, a direct interaction with the client that, during his customer journey, has the need to easily pass from the physical channel to the virtual one and vice versa.
We hear a lot about digital customer experience, but which are the key factors to enable organizations to stand out in these terms and which benefits can they expect to see?