Building trust (and results) with customer-centric capabilities and cloud-enabled insights

A blog post by Oniel Cross, principal, Deloitte Consulting LLP; Andrew Chu, senior manager, Deloitte Consulting LLP; and Santosh Kutty, principal, Deloitte Consulting LLP

The need to effectively and meaningfully connect with customers through digital channels has never been greater. Insurance customers today expect “one-click,” transactional capabilities just like the ones they enjoy elsewhere in their everyday digital lives. They want to be able to access quotes, product details, personal information, and account services anytime, anywhere, and on any device. At the same time, businesses increasingly require solutions that can help them stay ahead of customers’ growing expectations and demands, allowing them to more effectively leverage their data for rapid insights and improved service.

At WAEPA, a 78-year-old nonprofit provider of life insurance for federal civilian employees and their families, the need for change has accelerated as industry and customer expectations have changed. To increase membership, prepare for expansion opportunities, better serve existing members, and improve business operations, WAEPA needed to invest boldly in transformation, with responsive cloud technology as a central component.

To read more about how WAEPA invested in transformation with responsive cloud technology, explore the full case study