"Today, tech goes beyond chat, email and apps. With the consumerization of IT, customers are doing business via chatbots, smart speakers and smartphones, and they are eager to serve themselves with that technology. To offer all that (and whatever comes next), insurers now need openness, access to external data, and the ability to make sense of it all quickly. That means they’ll need analytics, Natural Language Processing, or even artificial intelligence — and a platform from which to digitally engage with the world. That’s the next digital customer experience; that’s a digital engagement platform."

Fil Firmani in Property Casualty 360 July 9 2018