Gartner Research

Best Practices in Consumer-Aligned Digitalization in Insurance

Published: 05 May 2015

ID: G00274035

Analyst(s): Kimberly Harris-Ferrante


Improved customer experience was ranked as the second most-expected benefit of digitalization in past Gartner studies. However, most insurers underinvest in digitalization and have not established effective customer-aligned digital strategies.

Table Of Contents
  • Key Challenges



  • Build an Interaction Model to Increase Customer Touch and Drive Greater Brand Loyalty
  • Establish Customer Intelligence, Especially Around Digital Data and Behavioral Models
  • Establish a Customer Leadership Model and Have Leaders Work Closely With Digital Leaders (Such as a Chief Digital Officer) to Overlay Customer and Digital Roadmaps

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