Insurance companies have a clear, logical objective in pursuing digital transformation: improving the customer experience.
Carriers are not only competing with others in the industry to provide a differentiated customer experience — they are competing with retail providers and tech giants as well. Many understand that in order to remain competitive, they need to connect with consumers in a more meaningful way — when, where and how consumers want to interact.
In research commissioned by Accenture Interactive and conducted by Forrester Consulting, based on interviews with more than 100 senior insurance leaders, nearly one in four (24%) respondents said that "improving the experience of customers" was considered the No. 1 priority.
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