Released: September 2012
Mobile is Changing How Insurers and Customers are Interacting
Mobile is a pervasive element in the daily lives of insurance customers. That
ubiquity is driving digital teams to leverage mobile’s power to deliver the right information at the right time and in the right customer experience. The role that mobile plays is putting mobile on the agenda of insurance boards.
Mobile Convenience Empowers Customers and Presents New Business Opportunities
Insurers have fewer customer interactions than many other industries. Mobile
delivers content when it’s most needed in a context that’s most relevant, leading to
additional sales and more loyal customers. Forrester’s SUPER framework ensures
that mobile initiatives will meet business objectives.
Mobile Will Bring About Fundamental Changes in Insurance Business Models
Mobile will be the catalyst for changes that will ripple across the insurance industry
and ecosystem. Products, payments, distribution, underwriting, operations, and
even what constitutes intellectual property will look very different in 2020 because
of the native capabilities of mobile devices.