11 Emerging Technology Trends for 2013

Asked what technology insurers will be talking about by the end of next year, analysts and consultants responded with an array of technology solutions—from customer experience management and analytics process maturity, to security and digital mailbox services—that are currently flying under the radar.

Karen Pauli, research director, TowerGroup

By the end of 2013, digital mailbox services adoption will be on the short list for leading insurers. Consumers want to eliminate paper from their lives and insurers have employed various strategies to get there. However, compliance and security concerns have constrained ease-of-use and most solutions involve a good deal of customer effort.

Industries outside of insurance have adopted digital mailbox services so consumers expect insurers to do likewise.

Digital mailbox services meet insurer needs for cost savings and operational efficiency. The bigger gain, however, will be customer satisfaction resulting from a single log-on, self-service experience. Additionally, digital mailboxes will support insurer branding and marketing efforts. Leading customer communication and enterprise content management vendors have recognized that digital mailboxes are important and have already started to work toward partnerships. As insurers go into their 2013 planning and execution phase, digital mailboxes must also be a critical component of an overall mobility strategy.


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