Digitalization and insurance industry
My professional field is an insurance industry. My employer is LocalTapiola and I started to work there in 2016. Digitalization is an big oppurtunity to us and also for all the customers in insurance business. When I started to work on LocalTapiola all the work was already made with computer and digitalized things. Customers also started to use internet on their service channel soon after I started to work at my professional field. After that internet and self service has taken place a lot more. Before the covid19 I suppose that customers used about 20 % of all their insurance services on the internet, around 30 % on the phone and the last 50 % on the customer service at the office. During the covid19 digitalization has taken big steps forward. Nowadays clients use 50 % of all their services on the internet, 30 % on the phone and 20 % at the office. The change has been fast. Also during covid19 the insurance sellers must learn to use digimeetings at their work and also clients wanted to meet sellers there. Maybe I can say that now digimeeting is a new normal meeting for allmost every customer. That is why all the organizations must try to enhance their digitalized curtomer experience.
Today we also use chatbots on our website to help our customers in their problems. We also have phone robot which calls sipple phone calls to our clients. We also use AI and automatization in claims handling. AI and robot makes claim decisions and many other simpple works are already automatized. GDPR is very important to take seriously in our business, because almost all customer information is very sensitive. Our company trains us on every year in GDPR and we all have compulsory courses. In marketing we use automatization a lot and I think, that social media is the most important marketing channel to our company. We have taken cyber security very seriously because we work on financial sector and our customer information is so sensitive. For example we have goodwill hacking events on every year and our cyber security and IT department is very big. I think that our resources in digitalization is quite huge.
Digitalization and the future
In the future I think that almost all customer service will happen on the internet in my industry. I think that almost all of offices will be closed and when clients need to meet an expert, it will happen in digimeeting. In the future allmost all of basic works will be made by robot and AI. Also chatbots will develop a lot and robot will call allmost all of the customer calls. Robot will answer on the phone, when clients call to us.
In the future I think that every home appliances will be connected to the internet. Also cars and home appliances both will drive independently and without peoples help. We all will have own smartphone and I think that almost every machine can be handled with our smartphones. Wireless network and communication is going to be part of normal life. Digitalization will enhance the need of education in normal and working life. Machines will be smarter in the future and for example so called basic jobs will be made with AI and robots. One of the future winners will be online shops and I think that almost everything will be sold online.
General data protection regulation GDPR
In my industry we have to take GDPR very seriously, because we have sensitive customer information and data. We have four courses in every year because of GDPR. Insurance companies and banks are very regulated and GDPR enhances costs a lot. In every day work we have to known each customer and also the customer identification is very regulated. When we meet the client, we have to identify the customer from personal ID card. The most of employees say that normal working has gone a lot more difficult after GDPR was applied in 2018. GDPR is also good thing for all of us. We all have right to know what kind of information companies have collected for us. If we wanted to know these information we only have to ask what information have been collected. Companies also have to ask permission to marketing for the clients and if we are not the clients, corporations have to destroy the information of us. I think that almost every companies fights with same problems and risen costs. Open world will enhance the cyber security requirements. Smart machines will collect a lot of data for us and that is a problem in the future. Machines and systems are prone to cyber criminals. I think that GDPR and open world will enhance cyber criminality in the future.
Self evaluation
I use a lot of technology in my job. I have been concius of that before this course and I have tried to enhance my knowledge for digitalization before this course. This is the reason why I have studied a lot of digital technology and digitalization. This is also the reason why I want to pass this course. It has been intresting to learn to make a own home site. If I want to be one of the top employees in my industry I have to study all the time, for example from digitalization and digitalized data and instruments. The studying have to be continuous and in the future the need of own development and studying will increase. I commented three other studenst blogs and read a lot of other blogs.
References
https://www.lahitapiola.fi/henkilo
https://www.sitra.fi/app/uploads/2019/12/megatrendit-2020.pdf
https://www.sitra.fi/app/uploads/2022/01/sitra_heikot_signaalit_2022_tarinoita-tulevaisuuksista.pdf