McKinsey September, 2019
Despite the promise of digitization, paper forms will remain for many years. Payers that find a better way to handle both paper-based and digital information will have a competitive advantage.
Leaders throughout industries have ambitious visions of how digitization will transform their core businesses. In service industries, the vision typically includes completely new consumer journeys enabled by comprehensive self-service, integrated omnichannel offers, and full utilization of all available data. As a result, data flows digitally in a highly automated manner, costs are lowered, efficiency and quality improve, and flexibility increases.
This vision may come true at some point. In the near term,...
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