Customer Engagement at the Digital Edge in Insurance

An SMA Research Report

Boston, MA (Sept. 1, 2016) – This research report explores the new digital ecosystems and participants emerging to disrupt customer engagement in insurance. It provides a powerful glimpse into the birth of the digital generation of the insurance industry and the innovators creating it. The report is the result of a collaboration between SMA and SVIA and is based on the Customer Engagement at the Digital Edge conference held in March, 2016, in Silicon Valley as part of the ongoing Insurance Disrupted Conference Series. The research also included a jointly designed survey which was conducted in advance of the conference.

The Customer Engagement at the Digital Edge in Insurance report has four primary objectives:

  • Explore new customer engagement models being introduced by InsurTech startups;
  • Determine insurers’ awareness levels of the new ecosystems and the evolving InsurTech landscape;
  • Identify insurer investment and partnering plans with non-traditional players to rethink customer engagement;
  • Assess how insurers are responding to new customer demands to improve customer engagement within the context of existing business models.

Figure 1 is an example of the research, illustrating how well insurers and tech companies understand the evolving digital ecosystems:

Figure 1: Understanding of Digital Ecosystems

Report Details and Download

Authors: Mark A. Breading, Partner & Mike Connor, Silicon Valley Insurance Accelerator
Publication Date: August 23, 2016
Number of Pages: 20
Price: $1,495.00 USD
Access the full report.

About SMA

Exclusively serving the insurance industry, Strategy Meets Action (SMA) is an advisory services firm offering retainers, research, consulting, events, and innovation offerings to both insurance companies and solution providers. Learn more about SMA at

SOURCE: Strategy Meets Action (SMA)