PROCESS

INTEGRATION

DATA

RULES

SECURITY

INTERFACE

CONTENT

ANALYTICS/REPORTS

COLLABORATIONMOBILE

INSURANCE CUSTOMER EXPERIENCETRENDS IN THE AGE OF DIGITAL

97% of L&A

Insurers

94% of P&C

Insurers

IMPROVINGC U S T O M E REXPERIENCEWAS LISTED AS THE

1CX

STRATEGICINITIATIVE *#

Insurers Recognize the Changing Expectations

Over Half Mapped or Plan to Map Customer Journeys**

Creating a Seamless Customer Experience

50%

28%17%

5%

0%

Plan toMap

Mapped andImplementedMapped, Plans

to ImplementNo Plans to Map or Don’t Know TheirCompany’s PlansMapped,

but No Further

Plans

DIGITAL TRANSFORMATIONFOR THE CONNECTEDC U S T O M E R E X P E R I E N C E

#theconnectedinsurer

Insurers Need to Adapt and Deliver

Consider These Statistics...

Significant Investments are Being Made in CX Projects***

46%CRM

44% Web/Digital

39% Insured

Self-Service

For Property & Casualty

71% Web/Digital

46% Insured

Self-Service

39% CRM

For Life & Annuity

The Good News...Putting the customer at the center of your enterprise to create a seamless customer experience is possible.

Achieve operational excellence with the Appian Low-Code Digital Platform for a seamless experience that goes beyond policyholders, to brokers and producers as well.

Insurers looking to gain a competitive advantage must put strategy into action to change the customer experience through digital transformation.

Top 3 CX Projects, % of Insurers with Significant Investments

* Source: SMA Research, 2017 IT Spending and Priorities, n=87 ** Source: SMA Research, Customer Experience 2014, n=61 *** Source: SMA Research, Insurance Ecosystem 2016, n=116