GMC Software Technology (GMC) announces the outcomes of itscommissioned research: Insurance Companies Falling Behind InDelivering Modern Communications, which reveals nearly 90percent of insurance companies believe customer communicationsmanagement is central to overall customer experience.

The research, conducted by Forrester Consulting, drilled intotop communication priorities, pain points and implementationchallenges that insurers are experiencing. Consistent responsesrevealed insurance organizations still lag behind in developingcommunications that meet the shift in consumer behavior.

Key findings include:

• Two-thirds still use legacy file and print channels (notmultichannel) for more than half their communications
• Failure to meet regulatory compliance relating to poorcommunications was a risk -that concerned 69 percent ofcarriers
• Only 40 percent of respondents have modernizedcommunications
• 31 percent state CCM is vital to their customer experiencestrategy
• 70 percent of insurance companies are planning to or arecurrently considering projects to improve their CCM in the upcomingmonths
• 82 percent of carriers expect to see savings from their CCMinvestment

"The fact that surveyed insurance companies placed a growingimportance on customer communication management to improve customerinsight reflects the growing recognition that the customerexperience is a prime determinant of loyalty and future revenue,"says Bill Parker, chief marketing officer for GMC. "Information youcan glean from this research provides a critical path to overcomingthe challenges posed by legacy communication platforms andrecommendations for modernizing customer communications."