TECH SUPPLIER Jan 2023 - Market Presentation - Doc # US49909223
CCM Solutions in Insurance: Key Providers and Use Cases Within Claims Management — Becoming a Digital-First Claims Organization
This IDC Market Presentation covers the customer communication management (CCM) application market in Europe. It emphasizes solutions that offer capabilities special to the insurance sector and focuses on claims management.
Tidal waves of disruption are sweeping the insurance sector, forcing insurers to rethink their methodology for business expansion on a fundamental level to keep up with the underlying shifts in customer loyalty and retention. The rise of the internet, price comparison aggregators, and embedded insurance are driving this strategy shift. Although each distribution disruption milestone was followed by economies of scale and increasing digital connectivity, insurers saw a decline in customer relationship ownership.
Before examining the leading suppliers and use cases in this IDC Market Presentation, we will first analyze market development for cloud-based CCM and the opportunity it brings for insurers. Insurers will focus on claims as they experiment with CCM technology to become what the industry calls "digital-first claims organizations."
This presentation covers the following sections:
- CCM Market: The Insurance Perspective
- CCM Adoption for Claims Management: The Insurance Framework
- Claims Communication Management Case Studies: A Glance at the CCM Market
- Decision Points and Wrap-Up
IDC Financial Insights: Worldwide Insurance Digital Strategies
Liberty Mutual Group, Beta Healthcare Group, WEST BEND, INSURITY, INC., Smart Communications, Inc., Quadient Group AG, Vienna Insurance Group AG, Open Text (Asia) Pte Ltd.
Customer relationship management applications, Digital transformation
Contextual and value-centric insurance
- 19 slides
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