Duck Creek Blog
Blog Post

Working in partnership to enhance the digital customer experience

June 25, 2021

At Duck Creek’s vFormation Live event on 9 June 2021, Karen Furtado, Partner at Strategy Meets Action, facilitated a discussion on the theme “Digital Platforms -Delivering the Ultimate Digital Experience” with Brian Pierz, VP Personal Lines IT at The Hartford and Naima Aman, Senior Director of Engineering at Duck Creek Technologies.

This fascinating session looked at the digital experience and how it is fundamentally changing the way in which insurers are engaging externally and internally. Furtado commented: “The foundation we see of digital engagement stems from having a digital transformation roadmap which you are executing on, because it’s never just one element. Our research indicates that the top two issues and focus areas around digital transformations at insurers are digital engagement with the policyholder and the modernising of the core systems.”

Looking at these themes from the perspective of The Hartford, Pierz said: “Our transformation centred around the products and the experience. First and foremost, it was about the product, and that’s how a lot of people who work with Duck Creek are looking at it – how we modernise our product platforms to have greater flexibility and greater speed to market. We’ve been investing in our digital experience – sales and service – for several years and we look at our experience as fairly best-in-market and cutting edge.”

From the perspective of the evolution of a user experience solution, Aman added: “At Duck Creek, we have been committed to building a deeper understanding of the customer journey – to be more persona-driven across multiple layers, whether that’s people using our software outside and inside an insurance carrier but also those who are implementing our software for the insurance carrier. We are meeting regularly with our customers and users across these different persona segments to see what their motivations and goals are and what they need to have a great experience – and then bringing that into our design process.”

A recording of the full interview can be found here

Keep up on our latest news!