Insurance strategies and challenges: Using intelligent automation to enhance customer experience

Many insurance companies have brought in robotic process automation (RPA) capabilities only to get stuck in a tactical implementation that limits their ability to scale the benefits. Customer experience (CX) is a strategic priority for insurance, and IA can play a key role in connecting front and back-end systems and processes to provide an optimal digital journey for every stage of a customer’s policy lifecycle.

Transforming customer experience can be a particular challenge because it encompasses touchpoints during the entire lifecycle of a policy, from getting quotes through to renewal or cancellation and, of course, claims. Each of these areas has pain points for the customer and the insurance organisation. When we talk to insurance providers about transformation, we say that change starts from within, but it must be driven by customer expectations and outcomes.

This blog provides some top tips and tactics for insurers using intelligent automation to enhance the customer experience.

Topics covered:
• Driving change in claims customer experience.
• Compliance challenges and CX.
• Speeding up transformation to meet current customer expectations.
• Making change happen.