There are many ways to start a project, but most don't focus on what matters most - value. Why? Because they get stuck in choosing technologies, integrating existing systems and endless planning of the best workflow for this or that scenario. This is the typical waterfall approach backed up by armies of consultants. It may work in some cases, typically in TIER 1 environments where you're dealing with several dozen core systems and hundreds of people involved in every aspect of the project. But scroll down to the regional level and your TIER 3, 4 and 5 insurer, you're using the mindset, tools and tactics that you don't have the resources to execute fast enough.

In today's rapidly evolving insurance landscape, insurers find themselves facing a unique set of challenges. From limited resources to the struggle of keeping up with digital trends, these insurance companies are seeking efficient solutions that can catapult their businesses into the digital age. That's where INsurance2 DIGITAL CUSTOMER comes in - the game-changing service that empowers insurers to swiftly embrace digital transformation without the hassle of long projects, core swaps, or risky migrations.

How many clicks separate your call center team from solving customer problems? Or do you measure resolution times in the number of call backs, forwards and days waiting

You're surely running NPS on all claims related customer interactions and tracking ticket resolution times. What do those numbers tell you?

Today the secret to higher NPS scores in claims isn't a secret. It's putting customers first in a digital way. Simple to say, hard to do. Why? Because they want result faster. Desire the same experience as when using a ride hailing, food delivery or shopping app : **minimal buttons, minimal steps, minimal waiting**.

We are all racing towards digital maturity but the path is not simple. The easiest bit is discussing technology. And those debates and contemplations can quickly lead down a rabbit hole of ideal scenarios, full of exciting AI tools that will help us fix everything that's sort of not working today. But AI will fix nothing if it's not fed the right data. So how are you feeding that data?

Open an industry study, attend an online event or just refresh your LinkedIn feed and you’ll notice an interesting thing.

Delete the word “insurance” and everything said will sound closer to a Terminator 2 script or a UN Earth 2050 strategic planning session than the insurance business as we know it.

Sure, it’s helpful to peak beyond the horizon.

But it’s not practical to have that long term perspective as the key organizing principle for achieving your annual KPIs.

It’s on top of all of our minds - getting that complete customer experience. But it’s not always easy to do.

Sometimes it’s not even clear what that really means.

So now what?