Insight

How Training, Change Management Foster Digital Inclusion

< BACK TO INSIGHTS

Insight

How Training, Change Management Foster Digital Inclusion

As personal insurance moves toward self-service, insurers should help customers become digitally aware and self-sufficient. Property Casualty 360 published “How Training, Change Management Foster Digital Inclusion”  by Rajeev Aggarwal, Jenny Halim, and John Rodgers, exploring strategies to ensure all customers are equally informed throughout an insurer’s digital transformation journey.

Read an excerpt from the article below: 

One way to help insurance customers transition into using digital products is by creating onboarding packages that introduce customers to new applications and features in a friendly and understandable way. Customer service teams should also be adequately trained to provide guidance and instructions for customers who call to request help.

Having a repository of training collateral available for customers to access will help them learn how to use digital solutions. Collateral can include video tutorials, FAQs and instruction sheets. Incorporating usability and accessibility guidelines into the design and creation of training collateral will enhance adoption by customers with needs.

Targeted communications

Ongoing communication is a critical factor in ensuring that customers are kept abreast of changes. Communication frequency should be targeted; it does not serve customers well to get constant updates on all changes.

Instead, aim for periodic updates with meaningful content that can help spur customers into action, such as providing a reminder to review coverages after a qualifying life event or new information on how to perform key tasks like bill pay and coverage access.

Read the full article here

Authors

Related Services

Recommended Insights

Insight

Digital Transformation Success—The Human Factor

The human factor is usually the last thing companies think about when undergoing digital transformation, and it should be the first. Insurance Innovation Reporter published this article by John Rodgers and Rajeev Aggarwal outlining ways companies can accelerate employee adoption of digital transformation initiatives.

Learn More

Insight

How Training, Change Management Foster Digital Inclusion

Property Casualty 360 published "How Training, Change Management Foster Digital Inclusion"  by Rajeev Aggarwal, Jenny Halim, and John Rodgers, exploring strategies to ensure all customers are equally informed throughout an insurer's digital transformation journey.

Learn More

Insight

What Insurance Outsourcing Trends to Watch For

"What Insurance Outsourcing Trends to Watch For" for Digital Insurance by John Rodgers, Rajeev Aggarwal, and Brian Nordyke looks at the latest outsourcing trends and best practices for insurance companies forming external partnerships for non-core and support functions.

Learn More

Insight

Insurance Inclusion Means Remembering the Non-digital Natives

Technology has provided customers with more choices and control over their buying decisions across many sectors, and for those who are comfortable with the format, it’s never been simpler.

Learn More

Insight

How Insurtech M&A Could Play a Role in Product and Service Adoption

Despite seeming reluctant to make sweeping changes, the insurance industry continues to be at the forefront of adopting

Learn More

Insight

Digital Transformation Success—The Human Factor

The human factor is usually the last thing companies think about when undergoing digital transformation, and it should be the first. Insurance Innovation Reporter published this article by John Rodgers and Rajeev Aggarwal outlining ways companies can accelerate employee adoption of digital transformation initiatives.

Learn More

Insight

How Training, Change Management Foster Digital Inclusion

Property Casualty 360 published "How Training, Change Management Foster Digital Inclusion"  by Rajeev Aggarwal, Jenny Halim, and John Rodgers, exploring strategies to ensure all customers are equally informed throughout an insurer's digital transformation journey.

Learn More

Insight

What Insurance Outsourcing Trends to Watch For

"What Insurance Outsourcing Trends to Watch For" for Digital Insurance by John Rodgers, Rajeev Aggarwal, and Brian Nordyke looks at the latest outsourcing trends and best practices for insurance companies forming external partnerships for non-core and support functions.

Learn More

Insight

Insurance Inclusion Means Remembering the Non-digital Natives

Technology has provided customers with more choices and control over their buying decisions across many sectors, and for those who are comfortable with the format, it’s never been simpler.

Learn More

Insight

How Insurtech M&A Could Play a Role in Product and Service Adoption

Despite seeming reluctant to make sweeping changes, the insurance industry continues to be at the forefront of adopting

Learn More

Insight

How Training, Change Management Foster Digital Inclusion

Property Casualty 360 published "How Training, Change Management Foster Digital Inclusion"  by Rajeev Aggarwal, Jenny Halim, and John Rodgers, exploring strategies to ensure all customers are equally informed throughout an insurer's digital transformation journey.

Learn More

Insight

Insurance Inclusion Means Remembering the Non-digital Natives

Technology has provided customers with more choices and control over their buying decisions across many sectors, and for those who are comfortable with the format, it’s never been simpler.

Learn More

Stay up-to-date with our latest news

Name(Required)