Trends 2014: North American Digital Insurance

Not that long ago, insurers dictated the engagement model for customers. Those days are gone. Now, customers are changing the rules: They are shifting from being passive sideliners and are willing — and able — to play more active and demanding roles across the insurance business. Digital must now be a core underpinning of an insurer's customer experience philosophy, not an endpoint. Emerging digital insurers and other actors are embracing digital as the key opportunity in 2014. This report focuses on the drivers that are shaping the insurance landscape and the key actions that US and Canadian insurance digital teams must take through the remainder of 2014 as a result.