Gartner Research

An Integrated Multichannel Strategy Will Be a Key Factor in an Insurer's Success

Published: 20 March 2014

ID: G00260403

Analyst(s): Kimberly Harris-Ferrante

Summary

Multichannel integration is gaining focus in 2014, due to growing interest in digitalization and customer centricity. P&C and life insurers must bridge significant gaps, or companies will risk customer dissatisfaction and limit growth potential.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • The lack of holistic channel integration will put insurers at risk of customer dissatisfaction and limit future growth
  • Most insurers' digitalization strategies lack holistic MCI, which will produce lower ROI than strategies that are comprehensive

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