The relentless march to digital means much more than simply layering new technologies over the existing organization. It means a fundamental rethink of how processes are organized, and how customers are served.
However, many insurers run into an organizational roadblock pretty quickly as they attempt to move forward. Those working on back-end technologies are not communicating very well with those developing customer-facing applications. In other words, those associated with two well-intentioned initiatives formed to make organizations more responsive – Agile teams and user experience (UX) – don’t mesh as they should.
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