Leading Digital Transformation from the Outside In

This paper examines essential ways for insurers to achieve greater cost efficiency and operating effectiveness when becoming digitally-focused enterprises.

It outlines an innovative approach to help insurers understand how they interact with policyholders, agents, brokers, and third parties and to identify areas of inefficiency and excess cost. Insurers can use this information to modernize and transform their customer touchpoints, portals, systems, and processes – thus enhancing customer satisfaction and their bottom line.




To address key challenges, insurers must understand how to:

  • Streamline customer-facing processes, given the complexities of existing system landscapes
  • Measure results of the customer experience to maximize alignment between customer satisfaction and operation metrics
  • Keep ahead of the many new entrants into the insurance marketplace that seek to change the status quo