Most customers are enthusiastic about the digital channels, tools and services offered by forward-looking insurers. Yet in spite of this, little more than one in four carriers—28 percent—believe digital can be a strong driver of customer retention and growth versus 68 percent who say digital’s primary role is to improve operational efficiency.

These numbers suggest that insurers’ narrow focus on using digital to drive operational efficiency could in fact be a self-fulfilling limitation.

28% of insurance c-suite executives believe the primary role of digital technology is to support growth, vs. 68% who say it is to improve operational efficiency.
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