Gartner Research

Improving the Insurance Customer Experience Will Require an IT Overhaul

Published: 19 September 2017

ID: G00328183

Analyst(s): Kimberly Harris-Ferrante


Gartner consumer research has found a gap between what consumers want and what insurers are delivering. Insurance CIOs must increase their IT spend in order to build a digital-enabled, multichannel and IoT platform to improve customer engagement and competitive advantage.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Variations in consumer behavior will require insurance CIOs to significantly increase their IT investments to enhance digital and traditional channels, and build out holistic multichannel platforms
  • Shifting consumer demands for robust, interactive websites will require insurance CIOs to invest more on this channel to make it more real-time, advisory, and personalized to life events and risks
  • Growing consumer use and acceptance of IoT-based insurance will drive insurance CIOs to build IoT platforms that can support new product, data and customer engagement requirements

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