The Increasing Necessity of Digitalized Customer Experience (CX) in Insurance | HCL Technologies

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In this whitepaper, we look at the increasing need of providing a full-scale digitized customer experience (CX) in the insurance industry. We look at the move from Intermittent Engagement Business Model to Consistent/Proactive Engagement Business Model for Insurers.Customer loyalty is one of the hard earned metrics by any insurer in today’s competitive market conditions. Due to the boosting volume of millennials as the predominant upcoming customers for insurance industry and also due to the increasing volume of customers who are planning to switch them insurance carrier year on year, insurers are pacing towards identification of new digital channels for their business distribution as well as for their customer engagement. This may be an initial step towards achieving an effective digital customer experience. On a longer period, the insurer should legitimately plan with a detailed strategy for digital cx. A clear and rigorous digital strategy will help the insurer to have improved health in customer engagement.