Modernizing Customer Communications: Customer Expectations in a Digital World

Customers expect to interact with their insurance companies across a variety of channels: Aite-Novarica Group

Boston, MA (Aug. 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.

​​​​​​​​​“Digitalization is changing how customers interact with an insurance company,” says Aite-Novarica Group senior analyst Stuart Rose. “Technology advances, cloud computing and consolidation of outdated existing solutions are driving the demand for new customer communication management (CCM) solutions as 43% of insurers indicated that they are likely to replace their CCM in the next 12 months,” he explains.

A new report, Modernizing Customer Communications: Customer Expectations in a Digital World, 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.

Click here to access the report.

About Aite-Novarica Group

Aite-Novarica Group is an advisory firm providing mission-critical insights on technology, regulations, strategy, and operations to hundreds of banks, insurers, payments providers, and investment firms—as well as the technology and service providers that support them. Comprising former senior technology, strategy, and operations executives as well as experienced researchers and consultants, our experts provide actionable advice to our client base, leveraging deep insights developed via our extensive network of clients and other industry contacts. For more information, visit

Source: Aite-Novarica Group

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