Executive summary

COVID-19is significantly affecting insurance industry customer engagement KPIs，

as Big Techs define the CX northstar

A high-impact black swan event the pandemic is forcing insurers to assess customer engagement

performance me tncs.

Big Techs are earning even more customer trust by offering resilient processes， real-time crisis response，

intuitive customercare， and digital experience(DX) with wow-factor appeal.

Industry players are upping their game， venturing into under-explored territories，

and closely collaborating at scale.

As incumbents fasttrack their digitalization efforts， they are seeking support from Insur Techs， which

translates into sudden demand and the need to scale up.

Boundaries between incumbent insurers， Insur Techs， Big Techs， and tech partners are blurring as indus cry

players explore new terni tories

At last， insurance ecosystem participants are working hand in hand to improve the

capabilities necessary to meet rapidly evolving customer expectations

inven cive insurer competencies wil help the industry become more effective across high-impact focus areas

such as crisis-pro oh ng processes and en hanan gDX.

Strategic capabili y development begins through a lens in which time， money.autonomy.and differentiation

trade-offs are weighed.

For insurers to remain relevant and to establ sh frontrunner impact， new competencies are essential as

innovative digital products and data-driven hyper-personalization take centerstage.

Within the ever-changing insurance marketplace of the future， successful

participants will be those with an innovative mindset(and scalable platform) -able

to react nimbly by keeping ahead of trends and preparing for the unexpected.