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Use Customer Journeys To Guide Your Digital Insurance Strategy

Processes: The Digital Insurance Strategy Playbook

February 11, 2019


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This is the Processes report in The Digital Insurance Strategy Playbook For 2020.

Why Read This Report

Digital insurance teams are keen to digitize the entire customer life cycle. They want to cut costs and offer convenience by enabling customers to get quotes and buy, manage, and renew policies online. But pushing toward 100% digital sales and service can result in misunderstandings of customers' behaviors and preferences as well as low adoption of newly developed digital tools. This report explores how to use customer journeys to guide the design, development, and delivery of your digital insurance strategy. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Digital Insurance Strategies Are Too Inside-Out
  • Use Customer Journeys To Guide Your Digital Insurance Strategy
  • Make Customer Journeys Part Of Your Design And Delivery Process
  • Recommendations

  • Preempt Internal Resistance
  • Supplemental Material
  • Related Research Documents

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