Modernizing Customer Communications: Customer Expectations in a Digital World

Customers expect to interact with their insurance companies across a variety of channels.

Boston, August 17, 2021 – Insurance companies deliver communications to their existing policyholders, members, customers, and agents through customer communication management software. They have been investing in these solutions for years, if not decades. Despite these investments, insurance companies are feeling the pressure to modernize their customer communication strategies to meet customer expectations in a digital world. For insurance organizations to transform the customer experience, content needs to be dynamic, interactive, persuasive, and mostly importantly, timely.

This report, commissioned by Cincom, an industry leader in CCM software, identifies how the digital transformation is impacting the customer experience and CCM software. It is based on Aite-Novarica Group’s online quantitative survey of 60 life, health, and property and casualty insurance companies globally. The survey was conducted between May and June 2021, targeted at insurance executives from Tier-2 and Tier-3 insurers.

This 23-page Impact Report contains seven figures and two tables. Clients of Aite-Novarica Group’s Health Insurance, Life Insurance, or Property & Casualty Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.

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