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 customer 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 report was originally published in November 2016; Forrester reviews and updates it periodically for continued relevance and accuracy, most recently in October 2017.
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