Digital Innovation for Enhanced Customer Experience and Operational Agility

Key themes to address:

• Exploring the ongoing digital transformation within the Malaysian insurance sector and the imperative to enhance customer-facing digital capabilities. However, foundational gaps persist:

  • Legacy Systems: Many insurers struggle with outdated IT infrastructure that limits AI scalability. Across ASEAN, 78.5% of enterprises anticipate an increasing investment in AI, 51.2% of them cite difficulty integrating AI into existing systems as a barrier and lag in modernizing core systems.

• Identifying strategies that insurance providers can implement to effectively balance meeting customer expectations while addressing internal operational challenges.