Published: 20 July 2023
Total experience has the potential to remove unnecessary friction between internal and external insurance users, and create new engagement opportunities. To succeed, technology and service providers should not only help insurers reimagine how work is done, but also help overcome business and IT talent gaps.
Total experience (TX) is a strategic technology trend that will impact organizational growth, as well as customer loyalty and employee retention. Insurance organizations continue to focus on digital initiatives at the board level and on TX and associated technologies in central IT.
Gartner’s latest research studies have shown:
2023 Gartner Board of Directors Survey on Business Strategy in an Uncertain World — 72% of all financial services respondents selected digital technology initiatives as a top five strategies priority for 2023-2024, and 51% selected workforce retention, training and hiring as a top strategic priority.
2023 Gartner CIO and Technology
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