Spot On Insurance Welcomes Rudi Steyn

With “digital natives” making up an ever-larger percentile of both our customer bases and workforces, digital transformation is no longer an option.?It’s a must!?Yet almost a decade on, Rudi Steyn explains, many companies still struggle to describe what their digital customer experience will look like – let alone understand how to get there.

Rudi is the Chief Technology Officer at CoTé Software & Solutions, an Australian technology company that provides customer experience management software and managed services for the financial services and insurance industries.?One key offering is AgencyMate, their US-based automated agency management system that helps agents provide an outstanding, integrated experience throughout the client lifecycle.

Over his 25-year career, Rudi witnessed the shift from bespoke applications developed to meet a specific client’s needs to broad-appeal platforms.?This approach left companies trying to integrate diverse task-specific applications, often with less-than-ideal results.?Rudi discusses the factors he sees holding back digital transformation.?While these include some of the “usual suspects” – legacy systems, risk aversion, disconnects within ecosystems – Rudi also emphasizes the need to involve end-users in the design process.?We also discuss the cybersecurity challenges that come with providing the “open” experience clients want.?Finally, we tackle the question of whether the focus on customer experience overlooks employees’ needs and contributes to turnover.?As we begin to navigate the post-pandemic world, every insurance business will need to find its own “balance” for all these different needs.

To connect with Rudi Steyn directly:

→ LinkedIn: Rudi Steyn, CoTé Software & Solutions

→ Facebook: CoTé Software and Solutions

→ Twitter: CoTé Software & Solutions

For more great insights from Rudi listen to his Spot On Insurance podcast, How to Successfully Implement a Service Orientated Architecture, which debuts on Tuesday, March 29.