Gartner Research

The Next Frontier of Insurance Customer Experiences Requires a New Model and Technology Innovation

Published: 09 March 2017

ID: G00323253

Analyst(s): Kimberly Harris-Ferrante


Optimal customer experiences in insurance require a new business model based on IT innovation. CIOs of insurance companies must use technology to support new requirements, including a modern channel infrastructure, intelligent channel interactions, IoT enablement and product innovation.

Table Of Contents


  • Insurance Customer Experience Is Complicated
  • Customer Experience in the Digital Era
    • Engagement Strategy
    • Integrated and Seamless Channel Infrastructure
    • Intelligent Channel Interactions
    • IoT-Enabled Customer Experiences
    • Radical and Futuristic Product Innovation Based on Customer Alignment

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