Insurance is entering a new phase of transformation.

Customers expect seamless servicing. Regulators demand traceability. Operations teams are under pressure to move faster without increasing risk. Yet many insurers still operate across disconnected systems that create friction, delays, and hidden operational costs.

To address this shift, Digile and InsureMO co-hosted the webinar “From Fragmented Touchpoints to One Journey”, bringing together insurance and technology leaders to discuss how insurers can unify claims, servicing, and renewals through orchestration, APIs, and AI without destabilizing their core systems.

👉 Watch the full webinar recording below.

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Speakers

The session featured experts from Digile and InsureMO with deep experience in insurance transformation, platform architecture, and enterprise modernization.

• Shashidhar Gurumurthy, Global Practice Head, Digile ‍
• Richa Aggarwal, Principal Solution Architect, Digile‍
• Jayandra Koka, Associate Consulting Manager, Digile‍
• Rahul R. Kanjilal, Global Partner Solutions Strategy, InsureMO‍
• Zeeshan Ali Mirza, Senior Consultant, InsureMO

Together, the panel shared practical insights drawn from real transformation programs across insurance ecosystems.

What the Webinar Addressed

The discussion focused on a central industry challenge. Most insurers do not suffer from weak core systems. They suffer from fragmentation between systems.

Disconnected touchpoints across claims, servicing, and renewals create hidden operational costs. Manual handoffs increase risk. Data silos reduce visibility. Customers experience delays and inconsistent communication.

The webinar explored how insurers can bridge these gaps through orchestration layers that connect systems, standardize workflows, and enable AI-assisted operations while keeping the core stable and compliant.

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Why “One Journey” Matters Now

Fragmentation is often invisible, but it is expensive.

When customer interactions are spread across channels and systems, insurers experience:

• Longer cycle times
  
  
• Higher cost-to-serve
  
  
• Increased audit exposure
  
  
• Manual handoffs and rework
  
  
• Lower transparency for customers and teams
  
  

The core policy system is not the real issue. The problem lies in the gaps between systems.

Today’s insurers must move from siloed workflows to journey orchestration, a model that standardizes, automates, governs, and measures every step across the lifecycle.

The industry is shifting from isolated systems to platform-driven ecosystems. Competitive advantage now belongs to insurers who can orchestrate experiences across partners, brokers, marketplaces, and embedded insurance ecosystems.

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Key Takeaways

Fragmentation creates a hidden tax

When customer journeys span multiple tools and departments, insurers experience longer cycle times, higher cost-to-serve, and increased audit pressure. The gaps between systems become the real bottleneck.

Journey orchestration is the new competitive advantage

The industry is moving from isolated systems to platform ecosystems. Insurers that orchestrate end-to-end journeys across channels, partners, and brokers gain speed, consistency, and customer trust.

Modernization does not require replacing the core

A two-speed approach allows innovation to happen in the orchestration layer while core systems remain the trusted system of record. This reduces risk and accelerates change.

AI should enhance operations, not replace governance

AI-driven assist and automation can summarize cases, triage workflows, and route tasks faster. With proper audit trails and human oversight, insurers gain productivity without sacrificing compliance.

Unified journeys create measurable outcomes

Standardized workflows reduce rework, improve transparency, and enable organizations to track performance across the entire lifecycle instead of isolated tasks.

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Watch the Full Webinar

To explore the architecture models, operational frameworks, and implementation strategies discussed in the session, watch the complete recording:

▶ Full webinar: https://www.youtube.com/watch?v=xsXLgGBKyso

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Let’s Continue the Conversation

If your organization is exploring modernization of claims, servicing, or customer journey orchestration, Digile and InsureMO would be glad to exchange perspectives.

The future of insurance belongs to platforms that can connect, orchestrate, and optimize every touchpoint.

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