E-Business
The Unified Insuree Experience Advantage is Key for Insurers to Scale into New Markets
![](https://www.nigeriacommunicationsweek.com.ng/wp-content/uploads/2021/10/Unified-Communications-image.jpg)
By Dorotea Vatavuk
With customers rapidly adopting digital communication channels that offer quick, simple and convenient processes, digitalisation of the entire insurance process is unavoidable. In fact, digital transformation for the insurance industry is no longer an option, but a necessity.
Traditional processes are increasingly becoming frustrating for the modern customer, who is realising that there are better and easier ways to do things. These are trends that those customers are seeing across other industries and expect their insurers to deliver similar digitalised processes that enhance the customer experience.
For the most part, we are seeing a serious underutilisation of digital channels in the insurance sector. While some insurance companies are trying to keep up with the needs of the modern customer by using digital channels, such as SMS and email, most are still relying on traditional platforms for their business-critical processes.
So, in reality, many insurers are adding digital channels to their traditional ones, but are not using them in a way that leads to the optimisation of their business processes.
This results in complex onboarding and policy renewal procedures that are tiring for both clients and staff. This, alongside an overall process that still relies on traditional engagement methods such as telephone or face-to-face communication and even the physical printing and posting of documents.
Omnichannel strategy
The modern customer looking for cover and insurance companies must realise that adopting an omnichannel communication strategy is the key ingredient to delivering a superior insuree experience. There is a need to offer support over multiple communication channels, and insurance companies need to ensure that they have the right channels for different customer segments.
Starting with onboarding – where insurance companies make their first impression – the modern customer expects a simple and hassle-free process. Once the client is onboarded, the insurer should focus on client retention, keeping in mind their own profitability.
However, we are still observing a lack of pro-active support and a lot of missed opportunities, mainly due to insurers’ inability to personalise engagement. Another challenge is that without rich data, insurance companies are unable to provide the most suitable products for their customers along the different steps of their lifecycle. This means a direct loss of business that was actually within the insurer’s reach.
An omnichannel communication strategy will give insurers the ‘Unified Insuree Experience’ advantage, so it is key for businesses to automate their processes to serve their customers better and faster. In return, companies will save on resources, time and money. While this might sound contradictory, it is actually quite achievable.
Insurance businesses can streamline their processes and provide their clients with a superior level of service, while reducing costs at the same time. Similarly, it is possible to scale customer engagement and experience by, for example, making e-policy delivery faster and more secure, while lowering costs.
Optimising the contact centre
In addition, it is possible for insurers to optimise their contact centre, or even fully replace the legacy, on-premises contact centre with a digital one. With a cloud-based digital contact centre, multichannel interactions with clients can be made through voice, email, SMS, and even chat apps, allowing insurers to be in touch with their clients from virtually anywhere and on the channels their customers prefer.
Achieving the Unified Insuree Experience advantage is not only possible but is expected of any insurance service provider that aims to stay profitable and scale into new markets.
To meet this increased demand for innovative product and service offerings, insurers must partner with a service provider that can lead them through the digitalisation of each and every step of their customer’s lifecycle.
Ideally, companies should avoid introducing partial solutions or single channels, and rather look for a provider that can support full digitalisation, with an all-in-one, feature-packed solution that allows for a 360-degree view of the customer, cross-channel orchestration and powerful analytics. Everything a company needs for a successful journey into the digital realm should be on one platform.
In essence, insurance companies should partner with a provider that can bring it all together and ensure that their digital channels are not underutilised and that the organisation does not miss opportunities to grow its business throughout the insuree lifecycle. The right partner will provide a solution that can support an insurer’s expansion into new markets and follow them as they grow.
Dorotea Vatavuk is Enterprise Sales Lead at Infobip
E-Business
Schmidt, Ex Google Chief Says AI Risky in Terrorist Hands
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Eric Schmidt, former Google CEO has expressed concerns about the extreme risks posed by artificial intelligence (AI) falling into the hands of terrorists or rogue states.
![Schmidt, Ex Google Chief Says AI Risky in Terrorist Hands](https://i0.wp.com/www.nigeriacommunicationsweek.com.ng/wp-content/uploads/2025/02/Eric-Schmidt.jpg?resize=573%2C254&ssl=1)
Eric Schmidt, former Google CEO
He warned that nations such as North Korea, Iran, and Russia could adopt AI technologies to develop weapons capable of causing significant harm, including biological weapons.
Schmidt urged governments to oversee private tech companies, emphasising, “The real fears I have are not the ones most people discuss about AI, I talk about extreme risk.”
“I’m always worried about an ‘Osama Bin Laden’ scenario, where truly evil individuals take control of some aspect of modern life to harm innocent people,” he added.
With private companies driving AI advancements, he stressed the need for careful government monitoring and regulation. “It’s really important that governments understand what we’re doing and keep their eye on us,” he said.
His remarks followed a two-day AI summit in Paris, where the UK and the U.S. declined to sign a communiqué outlining the future direction of AI. The declaration on “inclusive and sustainable artificial intelligence for people and the planet” was endorsed by 57 countries, including India, China, the Vatican, the EU, and the African Union Commission.
The UK justified its decision, stating that the agreement lacked “practical clarity” on global AI governance and national security concerns.
Schmidt supports U.S. export controls restricting the sale of advanced AI microchips to certain countries, aiming to slow adversaries’ progress in AI research.
He also highlights the importance of international collaboration on AI safety, suggesting that cooperation with nations like China is essential to addressing global AI challenges.
E-Business
OpenAI CEO Rejects $97.4Bn Takeover Bid from Elon Musk
![](https://www.nigeriacommunicationsweek.com.ng/wp-content/uploads/2025/02/Open-AI.jpg)
Sam Altman, chief executive of ChatGPT-owner OpenAI, has firmly declared the company “not for sale” following a $97.4bn (£78.4bn) takeover bid from a consortium led by Elon Musk.
![OpenAI CEO Rejects $97.4Bn Takeover Bid from Elon Musk](https://i0.wp.com/www.nigeriacommunicationsweek.com.ng/wp-content/uploads/2022/04/Elon-Musk.jpg?resize=563%2C229&ssl=1)
Elon Musk
Speaking at the AI Action Summit in Paris, Altman emphasised OpenAI’s mission to develop AGI (artificial general intelligence) for the benefit of humanity.
Marc Toberoff, attorney for Elon Musk, confirmed the bid submission on Monday.
In response, Altman humorously offered to buy Twitter for $9.74 billion on Musk’s platform.
Unlike many tech giants, OpenAI is not publicly traded but operates through a complex partnership between non-profit and for-profit entities.
Musk aims to return OpenAI to its non-profit roots, despite owning a rival firm, xAI.
Christie Pitts, a tech investor, expressed scepticism about Musk’s intentions, noting his competitive interests.
Altman echoed this sentiment, suggesting Musk’s move disregards OpenAI’s mission.
Altman, who holds no stock in OpenAI, advocates transforming the organisation into a fully for-profit company to raise more funds for AI research.
Although the board has the final say, the $97.4bn offer falls short of OpenAI’s previous $157bn valuation and rumoured $300bn in future funding talks.
Toberoff stated the consortium might increase their bid. Meanwhile, OpenAI is collaborating with Oracle, a Japanese investment firm, and an Emirati sovereign wealth fund on “The Stargate Project,” a $500 billion AI infrastructure initiative announced by President Donald Trump.
E-Business
Adobe Launches AI Video Tool to Compete with OpenAI
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Adobe yesterday released the first public version of an artificial intelligence tool that can generate video clips and revealed how much it will charge, but said it will not set pricing for major users such as studios until later this year.
The Firefly Video Model, as Adobe is calling the service, will compete against Sora, a model developed by ChatGPT creator OpenAI, and startup Runway, both of which currently offer video-generation services. Facebook owner Meta Platforms has also developed a video-generation AI model but has not given a timeline for when it will be released.
Adobe’s model differs from its rivals because it is geared toward generating clips that will fit into how film and television studios use Premiere Pro, its flagship video editing software.
To that end, many of the features that Adobe is emphasizing revolve around feeding existing shots into the video model and asking it to generate clips that fix or expand on shots that were taken on a real production set but that did not come out quite right.
Adobe said the service will generate five-second clips at 1080p resolution. While that is shorter than the clips of up to 20 seconds generated by OpenAI’s service, Adobe executives said the majority of individual clips in most productions are only three seconds.
Adobe said a user can generate 20 clips per month for $9.99 and 70 clips for $29.99. That compares with 50 videos for $20 per month with OpenAI’s plan at lower resolution and a $200 OpenAI plan that can handle longer, higher resolution videos.
Adobe is also working on a “Premium” pricing plan for studios and other high-volume video users and will release those pricing details later this year. Alexandru Costin, Adobe’s vice president of generative AI, said the company is working to generate 4K video and will remain focused on quality rather than longer clips.
“We actually think that great motion, great structure, great definition scheme, making the actual clip look like it was film, is more important than making a longer clip that’s unusable,” Costin told Reuters.
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