Trends Report

It’s Time For Insurers To Rethink The Back Office

April 15th, 2020

Summary

Zero back office (ZBO) is a key underpinning of digital transformation in insurance, making back-office operations more customer-friendly while improving enterprise productivity. The readiness of the business and the technology organization will test ZBO initiatives; the most significant hurdles will be within the business, so build employee communication programs and hands-on education into your ZBO roadmap to build trust. The insurance business depends on ecosystems, but insurers will find it challenging to embed their partners into their ZBO programs. Many insurers don’t have the right structures, roles, or skills for their ZBO initiatives, so you may need to rethink old job descriptions. Successful ZBO programs require disciplined change management programs that address internal and external impacts.

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