The insurance industry is in a moment of profound transformation with new
technologies, new customer expectations, emerging demographics and new business
models challenging traditional insurers. As this year’s Capgemini Efma World
Insurance Report (WIR) 2017 revealed, customers are looking for Convenience, Agility
and Personalization (CAP) in their interactions, as well as personalized products and
services that take into account their needs, behaviors and risk exposures.