Market Trends Are Pushing a Slow-to-Adapt Insurance Industry into the Digital Age, Majesco Research Finds
An Outside-In digital strategy and customer journey mapping critical to defining a roadmap that avoids a tactical piecemeal or fast-follower approach that can lead to irrelevance
MORRISTOWN, N.J.--(BUSINESS WIRE)-- Majesco (NYSE MKT:MJCO), a global provider of core insurance software and consulting services for insurance business transformation, today published a new thought leadership report, Insurance in the Digital Age: Transforming from Outside-In. The report highlights how the changes occurring outside and within the insurance industry are revolutionary, are rapidly shifting customer expectations and require a holistic, strategic response by insurers.
“Two things make this transformation a revolution. First, it is customer driven. Second, it is influenced from outside insurance,” commented Terry Buechner, Vice President, Digital Consulting at Majesco. “Getting an ‘outside-in’ view from customers regarding the new capabilities they demand is crucial to success. This requires a digital strategy and customer journey mapping to underpin this transformation.”
To successfully compete and meet rapidly changing customer expectations, insurers must have a digital vision and a full view of the customer journey. Defining and developing the customer’s entire journey – not just parts of it – is critical to customer satisfaction. This is reflected in Majesco’s research, The Rise of the New Insurance Customer: Are You Ready?, that shows NPS scores from customers who rated all three broad components of their journey across the insurance value chain as "easy" (researching, buying, servicing) with 50 to 76-point higher NPS scores compared to customers who rate even one part of the experience as "not easy." Taking advantage of specific opportunities in the value chain is valuable as long as general principles for the user experience are followed and the projects are the building blocks of an overall digital strategy.
“A burning platform like this, while motivating for some, can drive others to do nothing out of fear. The change underway is so overwhelming that many do not know where to begin. Some revert to what is comfortable, being a ‘fast follower’,” noted Denise Garth, Senior Vice President of Strategic Marketing, Industry Relations and Innovation at Majesco. “Others are reacting – implementing yesterday’s solutions (like portals) in an attempt to keep up. And some are experimenting with advanced technologies (like drones) without an overarching strategy. This tactical, piecemeal approach may slow the rate at which that expectation gap widens, but it will not stop it, much less reverse it.”
The report notes that it is only going to get tougher. The pace of change is accelerating and the gap between customer expectations and insurer capabilities is widening, becoming harder to bridge. Insurers must take immediate action, or risk being left behind. A holistic digital vision is required, with people, processes and technology aligned accordingly. Only within that strategic framework will digital success be achieved. Digital is an opportunity for insurers to invest in areas that will differentiate them in a rapidly changing market.
Majesco is a global provider of core insurance software and consulting services that enable insurance business transformation for approximately 150 customers, including insurers, MGA’s and other risk providers from the Property and Casualty, Life, Annuity and Group insurance segments. Our market leading software, consulting and services uniquely underpin the entire insurance value chain and are designed to empower insurers with the agility, innovation and speed needed to meet their transformation opportunities. Majesco’s solutions include policy management, new business / underwriting, rating, billing, claims management, distribution management, BI/ analytics, predictive modelling, digital platform with mobile and portal, testing services, cloud services, bureau and content services, transformation services, consulting services and more. For more details on Majesco, please visit www.majesco.com.
Ashwin Rodrigues, +1-973-461-9087
Director — Global Marketing