CIOs and IT managers designing, developing and implementing consumer portals and electronic services—everything from product marketing and sales to after-sales service delivery—need to assess a “nexus of forces,” mutually reinforcing social, cultural and technological factors, including social, mobile, cloud and information, that are “driving new and radically different business scenarios,” according to a new white paper from Gartner Group entitled “The Nexus of Forces Will Drive Insurers to Pursue E-Service Innovation.”
According to Gartner, social, mobile, cloud and information are now intertwined, creating a “user-driven ecosystem of modern computing,” resulting in changes to business practices, economic frameworks and cultural behaviors, leading to dramatic changes in, first notice of loss, claims status checks, policy look-ups, investment allocation changes, policy changes, address changes and bill payments.
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