Although the pandemic has upended nearly every part of our lives, the speed at which insurers are moving to digitize processes is still moving at a glacial pace. And why is that? Data clearly points to the importance of customer experience with respect to both increasing new business and retaining current customers, and that same data emphasizes that digitization is the best way to optimize and streamline processes – which positively impacts customer experience.

What is keeping insurers from just talking about innovating and actually innovating?

Michael R Hoffman, customer experience guru, futurist and author of Customer Worthy, Why and how everyone in your organization must Think Like a Customer!, joins Appian’s Global Industry Leader, Jake Sloan for a candid conversation about the bold steps that insurance organizations need to take to stay relevant and compete in the next decade – and beyond.