Birgit Fien-Schmalzbauer, global head of consumer engagement solutions, BU Insurance, SAP, says the modern customer researches products on the internet, is more demanding and pushes insurance companies to offer an omni channel environment. Fien-Schmalzbauer, believes today's customers are looking for an omni channel environment which connects all avenues of information - call centres, websites and agents - seamlessly so that they are accessible anytime, anywhere. While she calls technology a game-changer, customer experience and engagement are key to the success of each business case, Fien-Schmalzbauer says. Like technology, analytics is a huge enabler, allowing insurance companies to target customers better and going forward will play a huge role in customer experience even in an omni channel environment, Fien-Schmalzbauer adds.
The SAP hybrid omni-channel solution for the insurance industry makes it possible for insurers to deliver personalised and consistent interactions across all communication channels - when, where and how customers and partners choose.
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