Digital Client Experience

Would it be wrong to say Continuous Improvement in Customer Experience drives the Technology Advancements and Innovation? To retain the customer reliability along with constructing new customer base organizations are continuously confronted to think innovatively and deliver exceptionally.

? There was an era of Paper works and manual processing. Let’s focus around Insurance industry example of ‘Motor Insurance Claim Process’.

Case: Unfortunately person X motor met with an accident. Person X had to do lengthy, tedious and all hard core paper work to file the claim, witness of black box processing for claim management.

? Thanks to era of www. Web based electronic forms replaced the printing paper forms. Users enjoyed the experience of web based forms. Organization enjoyed the experience of centralized capability and paperless processing.

? Later to streamline and standardize processing workflow was introduced on the floor. Same was masked and marked as BPM - Business Process Management.

Users experienced the transparency in the processing channel. Case status was visible to end users based on workflow steps manner processing. Organizations benefitted through transparency, efficiency and bottlenecks identifications by executing simulation and re-engineered the processing channel to deliver best.

? Self Service Portals: Advancements of www. Web based forms were architectured to the maturity level of user base loyalty. User experienced the more transparency, independency and account management through self-service portals.

? Cloud: Instant availability and easy expansions of business thrills the Organization towards Cloud. Though this particular segment contributed more towards Organizational data center and deployment strategies. But logically business houses and users are closed loop. Gain on one always derives opportunity for other.

? Mobility: To ease the client experience, introduction of Mobilization provide an important role. Instead of web based login through home bound desktops platform, users started appreciating the opportunity of anytime, anywhere just a click away Mobile Applications.

? With passage of time organizations start feeling the need of cost management. Cost optimization derived the thrills of Robotics. Repeatable and human performed steps were automated through Robotics Process Automation. Data based manual decisioning were replaced by Intelligent Decisioning by applying Rule Engines algorithms.

This innovation benefitted the end customer with optimized life cycle process through reduced settlement time and operations efficiency. Also cost reduction benefits were directly or indirectly passed to them as well.

? What next… Organizations are again challenged, how to engage the customers?

Good news is that organization had already started racing for this challenge as well.

Artificial Intelligence, IoT, Machine Learning, Digital Enterprise are buzz words of today’s advancement & Cognitive technology. Organizations are excited to offer Digital Client Experience.

Digital Client Experience: Assume the same X person, need to file the Motor Insurance Claim. Unfortunately person X motor met with an accident, user simply clicks the damaged motor pictures and uploads on the claim mobile application. Let cognitive do the rest. Image cognitive technology will detects the vehicle registration number sticker; automated platform will validate the authenticity of the registered vehicle. Let the technology sensors gauge the damage severity. At the backend let the technology bots keep doing the claim processing job under automation fashion to shorten the claim processing cycle. Organization is investing into the innovations to ease user experience more… more… and much more.

Welcome to the era of Digital Client Experience with Cognitive Computing...