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December 12 2018 | Deb Smallwood

The one prediction that will hold true for 2019 is that it will be the year that Customer Experience Meets Digital Transformation.

SMA Predictions Deb websiteThis past year clarified who the customer is, flipped the lens to customer experience, and shifted investments to digital enablement fueled by emerging technologies. Both customer experience and digital strategies were declared, sponsored, and funded. But both took separate paths and used different internal and external lenses.

2019 will be the year for the convergence of customer experience and digital transformation. 2019 will advance and accelerate innovative strategies that will drive significant change in the business of insurance. We will continue to witness the endless possibilities of innovation across insurance as CX and digital strategies come together.

Throughout 2019, we will continue to see amazing success stories and proven use cases that will demonstrate new levels of transformation – we will continue to learn what is possible, what works, what doesn’t, and how things can really be different. Insurers will continue to experiment and blend the various practices and new technologies that will become the new fabric, not only of the technology stack, but the new fabric of the insurance business as well.

Here are a few of the notable practices and technologies that will innovate the business of insurance:

  • Artificial Intelligence (AI) will go beyond chatbots and RPA to cognitive, machine learning, and natural language processing.
  • Communication Platforms will deploy a variety of tools such as voice assistants, smart documents, texting, personalized interactive videos, and even augmented/virtual reality.
  • Customer Experience Practices will embrace design thinking as a fundamental that is tightly coupled with personas, customer journey maps, service blueprints, and agile development.

2019 will be another amazing year of innovative customer experiences, streamlined and efficient business operations, and just a different way of “being” an insurer. How exciting! And at SMA, we are thrilled to be part of this transformation journey, advising our clients and influencing the industry as well.


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To learn more, please contact:
Deb Smallwood
Founder & CEO
Strategy Meets Action
603.770.9090