«Omnichannel» has become a buzzword among industries looking to provide a seamless customer experience across on- and offline channels. Insurers have been slow to adapt but, as the developed world goes digital, the insurance industry will have to radically review its business and operational models.
The article illuminates how insurers can implement the omnichannel approach to achieve a stronger human-to-human relationship with its customers and to create more touchpoints for relevant and positive customer interaction.
First published in I.VW Management-Information - St. Galler Trendmonitor für Risiko- und Finanzmärkte, 04/2016, S. 21 -24