According to Capgemini’s World Insurance Report, 47% of all customers have positive experiences with their insurer, but only 34% of Gen Y customers do. Gen Y customers are a new type of consumer who are starting to make their mark on the global insurance scene. Born between 1980’s and 2000’s, and also known as Millennials, they are the biggest generation in history. They are looking for the same customer experience as older customers, but are even more demanding I would say: they are looking for more efficient and easier insurance services.

There is no doubt that connected technologies and the internet are disrupting how insurers are connecting with their customers. Traditional insurance firms have to attract the new customer category which is driving the transformation of the insurance industry. Gen Y customers are more demanding in the way they want to be connected with the insurer, they want to be connected to them through different social channels and internet-mobile channels for a better experience.

Gen Y customers may easily be attracted by non-traditional firms for insurance. The report revealed that 47% of the Gen Y customers are ready to buy insurance from non-traditional insurance firms and it is this disruption that’s requiring insurance companies to change how they operate and work with their customers.

Our society has entered in a digital area which is why Gen Y customers tend to prefer digital channels. A Numerous amount of firms see opportunities in offering insurance through digital channels. Firms with proficiency in the latest technologies may be well positioned to wrestle customers away from traditional insurers. This is currently the traditional insurance model’s main threat and obliges them to change the way they have been used to work.

In order to remain relevant over the long term, traditional insurers must strive to make their business more agile by evolving in underwriting, changing the business design and by increasing competition from new entrants. Insurers need to improve their ability to manage data and strengthen customer bonds. In other words, insurers need to get prepared.


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Telecommunication occurs when the exchange of information between participants includes the use of technology. Telecommunication is in the center of digital economy, and operators are constantly struggling with digitalizing themselves to deal with the rapidly increasing completion.

Since the days of the early mobile networks, telecom operators have remained unchanged but it now appears that they are failing to meet consumers’ expectations. Given that three-quarter of the world population uses mobile phones, mobile operators have to get in the digital economy. For instance, only 8% of consumers consider the existence of stores as essential because of the rise of mobile apps. Consumers now prefer a digital-only player that offers attractive data plans, which are normally the leaders of the tech industry – (the GAFA – Google, Apple, Facebook and Amazon).

While trying to focus on the operators responds it became clear to me that only a few of them have launched concrete digital initiatives to stay relevant: telcos (telephone companies) have not used yet digital technologies to improve the customer’s experience. A Capgemini Consulting report revealed that out of 66 telcos analysed in the US and in Europe, only 4 could be considered as digital-only mobile operators (no call centers and shops). This market is clearly a young one.

Let’s try to focus on the main characteristics of digital telcos. We could consider three main pillars which are the basis of digital telcos. The first one is a redefined digital customer experience: real-time & mobile interactions. Then comes the idea of building a digital DNA by creating a digital culture and organization. And the last pillar would be an easier operating model in simplifying the customer relationship and the process of demand for instance.

You may wonder what the benefits of telcos offering digital services are. In fact, those firms are very performing, they have a much higher share of consumers using digital channels than the physical telcos. With those lower costs and with the use of only digital services (≠ stores, call centers…), they tremendously increase their benefits. Our society is getting digitalized and those companies are just following the move.

It is now clear that Telecom Operators should all become digital telcos. The difficulty in such a transformation is that the entire core has to be transformed which is a long and drawn out exercise. It is for sure imperative that Telcos seize the opportunity to rethink and reengineer their relationship with the customer to keep their leadership.


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Digital Transformation is a currently over-used phrase in the business industry. Before getting into the wider discussion, let’s take a look at what Digital Transformation is. It is the application of digital technologies to fundamentally impact all aspects of business and society. Digital transformation is, in other words, business transformation. Given that organisations have to evolve and adapt to the changes in society, Digital Transformation has become fundamental for companies.

In my view, there are three different aspects that underpin Digital Transformation. The first one would be customer centricity, which follows the idea that customer and end-user experience are put at the heart of IT initiatives. Moreover, increased velocity and agility is another aspect of Digital Transformation: it is the driving force for more agile and DevOps delivery processes. The last key aspect about Digital Transformation is adapting to new technologies: rapidly adapting and using cutting-edge technologies. These three aspects are the pillars of Digital Transformation.

Digital Transformation equips companies with the tools to empower their employees and transform their internal business processes which is why a specific focus for Quality Assurance is required. Quality Assurance is about preventing mistakes and avoiding problems when delivering solutions or services to customers.  QA is actually a tool used by companies to protect their brand. On the other hand, QA also helps strengthen the brand by achieving seamless IT.

Let’s now focus on the quality challenges in new technology areas. Mobile solutions is one of the most challenging areas in the tech industry. People are especially focusing on security, performance, functionality and ease-of-use. Just one example as to why, are the vulnerabilities that surround mobile payments. Cloud solutions are another example of the importance of Digital Transformation. Cloud solutions enable organisations to adapt and use their IT software architecture almost instantaneously on an as-needed basis.

Finally, it has become clear that Digital Transformation is a company’s mainstay. It will equip them with tools to get closer to customers thanks to innovation and development. Moreover, I would also say that it is about being inventive in using the new digital technologies ahead of the competition.

Find out more by reading the report here



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