this digital transformation of the sector really comes down to defining that customer journey - or the ‘ customer 360 ’. The businesses that are on the wrong side of that are losing out and paying a price , but that ’ s rapidly becoming true for any customer-facing business .”
Insurers have , says Deveau , made steps in areas such as claims handling , which has seen a redefining of the journey from accident to resolving , for example . “ But , increasingly we ’ re seeing insurers building out their engagement and involvement with the customer ; they want to be closely aligned with them throughout all the relevant life events . We view the insurance sector in particular as shifting from a state of detect and repair to predict and prevent , and this is where a digital , decision-first platform such as ours comes in , being able to gather , analyse and connect siloed data in a real-time environment . This enables companies in any sector to be more nimble , to be proactive rather than reactive and to provide that level of
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“ Companies across the board are rapidly realising that keeping pace with this digital transformation of the sector really comes down to defining that customer journey ”
— Kevin Deveau , Vice President & Managing Director , FICO Canada
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