My colleague and INN editor-in-chief Pat Speer
Indeed, as I recently explored in an article on mobility trends for INN, insurers will be faced with having to “pick the right horse” in deciding where to commit efforts and resources to build mobile applications—is it iPhone, iPad, Android, Windows Mobile Phone, Blackberry or mobile Web?
The bottom line is that end users—employees and customers—have rising expectations about being able to connect and transact business or access information from insurers, and those carriers providing the most seamless experiences will have an advantage in their markets.
Are carriers under the gun, then, to make hard and potentially expensive choices about mobile platforms? Yes, but ... some other analysts provide a different perspective. To a large degree, consumers and end-users have actually taken a lot of the pain away from enterprises.
The same holds true for consumers as well as agents, Hersh says. “The thing that always held back mobile implementations was the cost for the devices and the services. This is now essentially a non-issue, because consumers and agents are already paying for this with their personal devices. So if you can support their personal devices, you get around that challenge. You no longer have to buy the devices or the connectivity. You just make an app available to agents and customers, who don't expect you to buy the stuff for them.”
Joe McKendrick is an author, consultant, blogger and frequent INN contributor specializing in information technology.
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