Driving digital to transform the end-to-end customer experience
Changing global conditions over the past two years, including a global pandemic, have pressured executives to accelerate their digitization, and now with most making progress on this front, the need to translate digitization into an enhanced customer experience has become top of mind. Further, driving a differentiated and seamless customer digital experience is the top cited business priority.
Executives are focused on improving the customer experience through data insights, as well as increased efficiencies driven by process automation and other modernization initiatives. However, they face the challenges of limited business agility, legacy infrastructure, sub-optimal business and IT alignment, and an IT talent shortage.
View key findings from our conversations with property and casualty management executives in 2022 below, or download our report.
For more insights on macro trends, including social demographics, climate change, deglobalization, technology acceleration, and supply chain reconfiguration, read our summary.