Insight

Majesco Digital Customer360 for P&C: Next-generation customer experience

Next-gen customer experiences that engage and excite customers must take a holistic experience view, rather than a transactional view.

Jeanne Johnson

Jeanne Johnson

Principal, Digital Transformation, KPMG US

+1 704-335-5341

Melanie Henderson

Melanie Henderson

Principal, Advisory, Corporate Strategy, KPMG (US)

+1 516-434-1826

Scott Lieberman

Scott Lieberman

Principal, Customer Solutions, KPMG US

+1 917-797-1266

With digital demands from insurance customers seemingly often outpacing the engagement capabilities of many insurers, the industry has arrived at a time of reckoning—and the stakes are high. Along with long-time customers pressing for enhanced levels of service along with customized product and service solutions, insurers also are confronted with an emerging generation of “digital-native’’ customers. These are customers who demand personalized, integrated, richer experiences.

Customers are looking for a better experience and in insurance that experience can be created and managed with digital tools and digital proficiency, but insurers need to get beyond the basics and traditional “portal happy” approach. This is reflected in the May 2021 J.D. Power survey results that point to digital engagement issues as a massive shift of customers moving to digital occurred over the last 15 months due to the COVID-19 pandemic.