Welcome to the Reading Room – a short round up of interesting reading about anything and everything to do with digital communication.
The insurance industry, or rather traditional insurance providers, are lagging behind other sectors in making the necessary changes to successfully service the new digital customer. While innovation and swifter progress in more aggressive sectors are setting the digital standard, insurers are stuck inside their risk-based product focus, enabling new entrants – both insurance and other suppliers – to eat into their market share.
Enjoy the read!
The insurance customer journey in the digital age
According to research by Strategy Meets Action, 85% of insurers report that customer experience and engagement is a top strategic initiative, ranking it as #1 – a significant shift from #4 and #5 in past years. The commentary touches on the complexity of the insurance customer journey and how it must cater for two important dimensions – “the lifecycle of an insurance contract and the insured’s journey through different life or business stages”.
- Publisher: Strategy Meets Action (SMA)
- Access: Registration required
- Download: >250 kb
Insurance 2020: The digital prize – Taking customer connection to a new level
Based on research done by PWC in 2014, this report describes where insurance companies currently are in the transformation of their customer experience, to where they need to be by 2020. It describes in full color how customers and their expectations have changed and how insurers have failed to keep up with the explosion of big data, digital processing, customer evaluations and managing the customer experience.
- Publisher: PWC
- Access: Public
- Download: 3.4 mb
Global digital insurance benchmarking report 2015
This report is the result of a benchmarking exercise by Bain & Company, aimed at “helping insurance executives better understand the digital state of the industry and to help guide their digital strategies and execution over the next three to five years”. The report builds an insightful maturity model for insurance companies based on four types of pathways to reach the ultimate digital customer experience.
- Publisher: Bain & Company
- Access: Public
- Download: None for article, 9 Mb for PDF download
Striata Insurance Industry Case Study
Insurers, brokers and customers can derive great benefit from the digital transformation of insurance correspondence using Striata's digital communication solutions.
Alison Treadaway
Vice President, Marketing, Striata, a Doxim Company
She joined the Striata in 2002, and served as Managing Director of the African region for 13 years. Prior to this, Alison’s experience in Internet-related solutions included marketing and sales positions at Internet Solutions and Dimension Data.
Alison has 24 years of experience in the ICT sector. She holds a Bachelor of Arts (Languages, WITS) and a Post-graduate Diploma in Business Administration (WITS Business School).
Read more of Alison's blog posts here or connect with her on the following social channels:
