New digital technologies are allowing insurers to leverage
information technology beyond traditional automating of standard
process flows and to engage customers, partners and employees in
more meaningful and effective ways. Customer information becomes an
insurer's most valuable asset in the digital world and its
strategy has to address what it will capture, when, where and how.
And then how to enrich it, analyse it and use it to drive
value.
The social internet allows customers, partners and employees to
easily share information and collaborate. This significantly
changes the balance of power. Gone are the days when the insurer
was at the centre of all interactions and clients were mostly
passive with limited access to information. This shift creates
significant opportunities for insurers to interact with clients in
more meaningful and effective ways to gain a competitive advantage
in an industry where insurers are grappling with the difficulties
of attracting a
