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How service companies interact with their consumers has markedly changed in the past two decades. Consumers’ experiences with digital-native companies such as Amazon, Spotify, and Google have led them to expect best-in-class digital and live-person channels,1 content tailored to their interests, and a seamless journey focused on their individual needs.
Process automation at scale is now feasible for most payers. When coupled with other next-generation digital tools, we estimate that it may enable many payers to reduce operational costs by up to 30 percent within five years. Many industries have an ambitious vision for fully digital processes, including comprehensive self-service, omnichannel offers, and complete utilization of all available data. Process automation is a key element to achieve this vision.
Omnichannel interactions are fundamentally improving the consumer experience in many industries. Payers should act now to keep up with rising consumer expectations. How service companies interact with their consumers has markedly changed in the past two decades.
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