Digitisation of customer experience

SUMMARY:

Introduction

The new demands of customers and users

The behaviours and expectations of customers and users have undergone profound changes, brought about by the rise of Big Tech and new digital practices.

Multichannel, over-informed, increasingly volatile, the consumers that we now are have strict requirements in terms of immediacy, simplicity, consumption over time...

In this context and faced with new more agile players (insurtechs, fintech, neo-banks…), 59% of companies say that they are dissatisfied with the experience offered by their brand¹.

and positioning customers and users at the heart of the experience are in fact priorities for the majority of public and private organisations.

55%

consider that the Finance and Administration Division will lead the way in digital transformation

PWC Study 2020 – Priority of the Finance Manager

60%

of finance departments believe that automation is one of their main priorities

PWC Study 2020 – Priority of the Finance Manager

Insight

Customer experience: the 3rd wave of digitisation

Situated between ultra modern front-office (web portals, mobile applications, etc.) and back-office (CRM, ERP, etc.), “operating processes” are now the poor relations of the digitisation of the customer journey. However they are what really make the services work!

58% of managers of administrations acknowledge that the majority of their business processes require full or significant manual processes²
3 out of 4 insurance companies only automate tasks and not processes as a whole³

Results: bottlenecks, risks of errors and a lack of visibility, damaging to the customer experience, operational efficiency and regulatory compliance.

Winning the customer experience battle now involves digitising business processes end-to-end, omnichannel capture of documents and including electronic signature.

After back and front office, there is now room for the 3rd wave of digitalisation: that of operating processes! Accenture, Putting intelligent automation to work for federal, 2019 Assurance en Mouvement – ITESOFT Survey, 2019

Outlook

Spotlight on the omnichannel customer journey

Harmonisation of the customer experience, whatever the channel used, is essential for  71% of people interviewed⁴.

Whether it is case of submitting an insurance claim, applying for a mortgage or applying for welfare benefits, they want to be able to share documents whether by email, letter or web or mobile portal… through a simple, seamless “customer journey”.

Faced with the multiplicity of people and methods of interaction, all organisations are confronted with the same problem: how can they uniformly process these documents transmitted via these different channels?

A genuine omnichannel capture combined with automation of business processes meet the challenges of customer satisfaction and operational efficiency.

Omnichannel capture makes it possible to process any type of document automatically, whether it is uploaded to a portal, received as an email attachment or scanned at a branch. The most efficient solutions include robots for intelligent document processing and fraud detection based on AI, which extract and check all the data. These processes may be carried out either in batch processing (back office) or in real time during uploading of a document by the customer to a portal (do-do) to respond to all customer behaviours.