Since the experimental stages of mobility, insurance carriers have slowly but surely transformed their operations to achieve ever greater operational efficiency. In the first mobile wave, carriers simply broadcast to advisors and customers; the second wave was dominated by the re-platforming of existing Web self-service applications through mobile apps and app stores. This introduced customers and agents to the use of mobile technologies and allowed carriers to learn from their investments. However, carriers failed to truly engage customers, producers and employees, drive growth or dramatically reduce cost of operations.
Enter the SMAC Stack™, a new IT architecture comprised of social, mobile, analytics and cloud technologies, and two emerging external forces which are combining to facilitate a more powerful and extended mobile ecosystem.
Force #1: Smartphone and Tablet Adoption Reach Critical Mass