Omni-Channel in Insurance: Successfully Turning Digital Leads into High Value Sales

Wei Chuan Lim Srihari Chakrarajan Tengiz Ambardnishvili Peter Cho Andy Lees Chee Seng Quah Christoph Krieg Young Yang Ian Lee

While customer preferences are shifting towards digital-first with rapid digital adoption, there remains a need for the human touch in industries like insurance, where online journeys are seamlessly combined with personal, tailored support from human advisors.

However, most insurers have struggled to deliver on omni-channel, despite large investments into related strategies, ecosystem partnerships, and technology.

In collaboration with Income Insurance and ZA Tech, this whitepaper explores how providers can effectively deliver a seamless customer journey that meets both demands, tapping on practical, real-world experiences in unlocking the potential in omni-channel sales.

Insurance Industry