GOALS

• Sarah wants to improve customer satisfaction and retention by providing a more personalized and engaging customer experience
• She aims to streamline the customer journey across all touchpoints, reducing friction and improving ease of doing business
• Sarah is looking for ways to leverage digital channels to empower customers with self-service options and proactive communication.

Frustrations

• Sarah is frustrated by the siloed nature of data within the organization, which makes it difficult to gain a holistic view of the customer journey
• She faces challenges in getting buy-in from other departments to prioritize customer experience initiatives
• Sarah is concerned about the insurer's ability to keep pace with the rapidly evolving digital expectations of customers.

GOALS

• David wants to enhance risk selection and pricing accuracy by leveraging data analytics and machine learning
• He aims to improve the efficiency and effectiveness of the underwriting process, reducing manual tasks and improving turnaround times
• David is looking for ways to incorporate external data sources and predictive models into underwriting decisions.

Frustrations

• David is frustrated by the lack of access to real-time data and insights, which hinders timely and accurate underwriting decisions
• He faces challenges in adopting new technologies and analytical approaches due to resistance from underwriters accustomed to traditional methods
• David is concerned about the increasing frequency and severity of insurance claims, driven by factors such as climate change and rising healthcare costs.