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INSURANCE


Digital transformation and the customer journey


, CEO and founder of comprehensive insurtech Tapoly, discusses how emerging technologies can digitalise customer journeys in insurance


        Despite these challenges, one thing the past


T


year has proven is the necessity of digital transformation in insurance across the value chain. Not just for modernisation, but for business


12 | 


  


survival. When the effects of the pandemic were starting to emerge, customers had important questions about policies and claims that needed urgent answers. Contact with insurers and intermediaries was essential, but this was not always possible for companies that were not set up for staff to work from home. Insurtechs are becoming robust and established players in the insurance market. It is clear that those who do not embrace emerging technologies, such as artificial intelligence (AI), machine learning (ML), automation and big data, and use them in partnership with their human expertise, will be left behind in favour of more agile and innovative organisations.


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