This emerging industry tech conference, doubling year over year in attendance, has become a go to event for digital insurance leaders who are embracing the new, digital landscape. Why are insurance leaders travelling to Austin for 3 days?
The move towards digital has happened and many insurance companies are on different stages of the journey. I was surprised to hear during one of the DigIn presentations that cited a West Monroe Partners survey that only 15% of their customers are satisfied with their digital experience as they purchase an insurance policy or go through the claims process. Digital insurance players recognize the status quo of only interacting with their customer when billing or during claims event is no longer viable. These infrequent interactions do not heighten customer experience and have the potential to be damaging the relationship.
There are many emerging technologies to be leveraged. Drones can be used to evaluate property damage, telematics to assess driving behaviors, connected homes used to proactively notify on potential failure (e.g. water heater leak, frozen pipes), chatbots assisting call centers. The list goes on will continue to change as new technologies emerge. The challenge is leveraging these technologies to remain relevant to the customer, while maintaining legacy core systems.
Embracing a common Application Programming Interfaces (APIs) lays the groundwork for preparing for the next big thing. By having a common API framework, new technologies can be easily and quickly to address new use cases as they arise creating a digital ecosystem.
Listen to Celent analyst Mike Fitzgerald discussing why a common API approach is critical.