Digitization of customer experience

SUMMARY:

Introduction

Insight

Outlook

Introduction

The new demands of customers and users

Customer and user behaviors and expectations have undergone profound changes, driven by the rise of Big Tech and new digital practices.

Consumers today are multichannel, highly informed, and increasingly volatile, with strict demands for immediacy, simplicity, and flexible consumption over time.

In this evolving landscape, and with the emergence of more agile competitors (insurtechs, fintechs, neo-banks…), 59% of companies say they are dissatisfied with the experience their brand offers¹.

Placing customers and users at the heart of the experience has become a top priority for both public and private organizations.

55%

consider that the Finance and Administration Division will lead the way in digital transformation

PWC Study 2020 – Priority of the Finance Manager

60%

of finance departments believe that automation is one of their main priorities

PWC Study 2020 – Priority of the Finance Manager

Insight

Customer experience: the 3rd wave of digitalization

Positioned between ultra-modern front-office systems (web portals, mobile applications, etc.) and back-office systems (CRM, ERP, etc.), “operating processes” are often overlooked in the digitalization of the customer journey. However, they are what truly make services work!

58% of administrative managers acknowledge that most of their business processes still rely on full or significant manual operations²
3 out of 4 insurance companies only automate tasks rather than entire processes³

The result? Bottlenecks, increased risk of errors, and a lack of visibility—harming customer experience, operational efficiency, and regulatory compliance.

Winning the customer experience battle now requires end-to-end digitalization of business processes, omnichannel document capture, and integration of electronic signatures.

After front-office and back-office digitization, the next wave is here: the digitalization of operating processes!

Sources: Accenture, Putting Intelligent Automation to Work for Federal; Assurance en Mouvement – ITESOFT Survey

Outlook

Spotlight on the omnichannel customer journey

Harmonizing the customer experience across all channels is essential for 71% of respondents⁴.

Whether submitting an insurance claim, applying for a mortgage, or requesting welfare benefits, customers expect to share documents via email, letter, web, or mobile portal—through a simple, seamless “customer journey.”

With multiple interaction points and communication methods, organizations face the same challenge: how can they process these documents uniformly across different channels?

A true omnichannel capture strategy, combined with business process automation, addresses both customer satisfaction and operational efficiency challenges.

Omnichannel capture enables automatic processing of any type of document, whether uploaded to a portal, received as an email attachment, or scanned at a branch. The most advanced solutions include AI-driven robots for intelligent document processing and fraud detection, extracting and verifying all data. These processes can be performed in batch mode (back office) or in real time when a customer uploads a document to a portal—ensuring a seamless experience across all customer interactions.