Numerous factors favour the current upheaval within the industry. In addition to constant competitive pressure, the low interest rate environment, new regulations and demographic developments, digitisation is a real opportunity for many providers to increase their own share of a market that is hardly growing at all. Whether digitisation is successful depends largely on whether companies can offer their customers a comprehensive customer experience.
Customers of financial service providers are demanding new solutions ever faster. Today more than ever, they want to decide for themselves when and where they want to be advised or communicate with the insurer. These customer requirements pose a major challenge for financial service providers, among others. Customer-related processes must be digitalised and automated, taking into account costs, efficiency and regulatory requirements.