IDC and Liferay release report analysing customer experience trends in the insurance industry

Research highlights the role that DXPs will play and reveals that 60% of insurers have a plan to implement personalised communications for customers.

Casablanca, 19 Feb 2020

The insurance sector continues to be one of the largest investors in technology for optimising business processes. In fact, IDC research estimates that global IT spending in this segment will exhibit a Compound Annual Growth Rate (CAGR) of 5.1% through 2022, reaching $126 billion worldwide. 

According to a joint report by IDC and Liferay, the technologies that are most driving this growth are those relating to the optimisation and improvement of customer experience (CX). Spending on CX solutions will grow 7.9% per year to reach $27.9 billion in 2022, when they will account for 22% of overall IT expenditure in the insurance sector.

Digital Experience Platforms (DXPs) will play a key role in advancing the CX initiatives of insurance providers by acting as an intelligent core, helping organisations simplify and personalise user experiences within a fully interconnected ecosystem. 

DXPs further reduce friction for customers and enable a seamless user experience by making effective use of emerging technologies to support digital experience. In addition, they help develop customer relationships along the digital journey through the introduction of additional interaction layers, channels and technologies.

IDC research also reveals that 60% of insurers have a plan to implement personalised communications for customers. In order to simplify and customise these experiences, insurance companies must add intelligence to internal and external processes to better understand the customer journey and align their organisation with the corporate mission, strategy and systems.

Customers at the core

As in other market segments, the insurance sector must also evolve from a product-based mindset to one focused on the customer’s unique use case. Greater sophistication and understanding of buyer journeys will lead organisations to evolve from B2C (Business to Consumer) or B2B (Business to Business) strategies to B2Me (Business to Me), marketing specifically to the individual customer. It is crucial for insurance companies to develop a relationship with each individual and customise marketing messages to meet specific individual needs.

At the technology level, insurers need to tackle legacy systems and leave behind inefficient platforms and manual processes to achieve customer-centricity through digital platforms. Improvements in employee experience will also be a factor in the quest for CX excellence. Empowering employees in their interactions with customers and partners will ensure that the customer is placed at the centre of the organisation.

The full IDC InfoBrief for Insurance can be accessed by visiting the following link:

https://www.liferay.com/en/resources/l/insurance-idc-infobrief

About IDC research

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services and events for the information technology, telecommunications and consumer technology markets. With more than 1 100 analysts worldwide, IDC offers global, regional and local expertise on technology and industry opportunities and trends in over 110 countries.

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Liferay

Liferay makes software that helps companies create digital experiences on web, mobile and connected devices. Our platform is open source, which makes it more reliable, innovative and secure. We try to leave a positive mark on the world through business and technology. thousands of organizations in financial services, healthcare, government, insurance, retail, manufacturing and multiple other industries use Liferay. Visit us at www.liferay.com.

Editorial contacts

Pascal Brusset
Sr Marketing Specialist MEA
pascal.brusset@liferay.com