Report

Use Customer Journeys To Guide Your Digital Insurance Strategy

February 11th, 2019
With contributors:
Ellen Carney, Zhi-Ying Barry, Benjamin Ensor, Sneha Dawda, Kara Hartig

Summary

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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