(Digital Insurance) - Improving the customer experience continues to matter most to insurers thinking about technology spending in 2023, according to the latest annual Gartner CIO and Technology Executive Survey. The survey of 2,203 executives includes 91 from the insurance industry.
"Customer and user experience has been number one for a couple years," said Kimberly Harris-Ferrante, distinguished VP analyst at Gartner, who spoke about the survey's insurance executive responses. The difference with this year's survey results is the economic forecast, she added.
"Revenue and growth has been higher in previous years, but because of the economic situation – the recession, financial crisis in the financial industry – it's not a surprise that customer experience is still high on the list," Harris-Ferrante said.
By Michael Shashoua
February 7, 2023
