January 9, 2009

Trends 2009: Insurance eBusiness And Channel Strategy

Navigating The Recession And Making Customers Happy

This is the first document in the "2009 eBusiness And Channel Strategy Trends" series.

by Chad Mitchell

with Benjamin Ensor, Courtney Tincher

Executive Summary (This is a document excerpt)

Insurance eBusiness and channel strategy executives can successfully navigate the recession in 2009 by focusing on retaining customers and increasing efficiency. In this environment, we expect to see insurance eBusiness and channel strategy professionals promoting online self-service to lower costs, investing to improve the Web and multichannel customer experience, executing smarter digital marketing, experimenting with emerging technologies like mobile phones, and supporting agents with lead generation via the Web.

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