Imprisoned in silos: Digital strategies are still impeded by silos that prevent insurers from becoming integrated, efficient and customer-centric.
Governance focus: During the upcoming year, the majority of insurers plan to establish new digital governance and transformation management structures.
Who’s the boss? Confusion over who should “own” digital leaves insurers unable to execute their digital strategies.
IT on the agenda: One in two insurers plan to transform their IT systems to make them more agile in the year ahead.
Good enough, but only just: Most insurers feel that their digital experiences meet customer expectations, but fewer than one in 10 believe they are exceeding expectations.
Measurement is lacking: Metrics are a low priority for insurers, perhaps a reason for their excessive confidence in the customer experiences they provide.