The industry is moving — slowly — toward consumers being able to navigate purchasing and using insurance products as a seamless experience. Keeping consumers happy year-round will improve customer retention. The proliferation of digital platforms, applications and new business processes are proof the industry is in transition. Form should follow function or in the case of software, business process should be governed by business rules. This requires companies to abandon the constraints of how they have done business in the past (comfortable and familiar) and instead embrace a new consumer-driven experience from end to end.
Also see: “2016’s best places to work — part 1.”
