Distribution and operations

Intelligent Insurer - Distribution and Operations

Forward-looking financial services institutions are starting to explore the growing impact of using social media to communicate with customers, cater to evolving buying behaviors and mine a rich source of customer insights.

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Global Insurance Change Lead Partner

KPMG in Canada

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Distribution and operations

“The truth is the Cloud makes use of existing and trusted technology capabilities, which can support a changing industry and consumer appetite.  Consumers and business users have increasing expectations on what technology should be providing.”

Edge Zarrella, Clients and Innovation, Partner, KPMG in China

Customers increasingly expect to access services where, when and how they want, including through smartphones and tablets.  Forward-looking financial services institutions are starting to explore the growing impact of using social media to communicate with customers, cater to evolving buying behaviors and mine a rich source of customer insights. In a low interest rate environment where insurers operate on tighter margins and must seek to acquire customers at less cost (especially in relatively slow-growing or stagnant economies), is cloud computing key to achieving greater flexibility and lowering unit costs ?

Key business issues insurers must consider now for the future:

  • Aligning customer interaction with evolving preferences for greater use of mobile technology
  • Social media facilitates enhanced interaction with customers, sales agents and intermediaries and other stakeholders through democratization of information
  • Cloud computing affords opportunities to enhance agility and efficiency

We invite you to join in the Insurance Conversation

  1. How do you see distribution channels evolving in order to leverage advances in technology to enhance the customer experience?
  2. With operating models under increasing pressure in mature markets, what activities should insurers take today to prepare for the future?

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