Multi – Experience Development Platforms [MXDPs], Changing the Way Businesses Operate

One of the things we will see plenty in the days to come is the Multi-Experience Development Platform, a concept put forth by Gartner back in 2018. MXDP is what every company needs to move from a traditional process towards a digital one focusing on customer experience. The insurance market has reached a point where digital transformation is the only way forward. Customers today are well-informed, aware of all the options, and quite demanding. 

MXDP is a development platform that goes beyond just developing mobile and web applications. It includes voice, chat, AR [augmented reality], and even wearable experiences. The multi-experience platforms enable enterprises to scale their apps across devices and platforms.

Multi-Experience vs. Omni-Channel

Multi-Channels were all about companies connecting with their clients across various platforms, such as websites, social media channels, and even physical space. But then, it became difficult to manage data, and it did not offer good experiences to the customers.

Along came Omni-Channel, the next thing said to take over the business environment. With a digital Omni-Channel platform, customers could reach out to the company through various mediums, but it still did not change the business process. The time taken for the insurer to close out on a policy sale, the time taken to resolve issues, and other factors during the journey was delayed and tedious. Customers did not care about the medium since it was all about getting the task done that did not happen seamlessly.

The newest entrant is the Multi-Experience Development Platform [MXDP]. Companies were thinking about how to offer their customers the best experience possible and optimize the resources available. The solutions in MXDP are custom designed for individuals, and the touch points are all answered. MXDP involves creating fit-for-purpose apps that include a permutation of elements, such as touch, voice, and gesture, in various devices and apps for user interaction.

Technologies – Multi-Experience Development Platform 

Multi-Experience platform-driven digital transformation requires all customer-centric strategies (Physical, contextual, and experiential) to be addressed for the end-users to enjoy the journey. Some of the technologies used are:

1. Chatbots: A chatbot is a virtual assistant that helps users to complete transactions or make informed decisions based on received clarifications. For example, many companies have bots in place to answer simple repetitive questions asked by customers. The chatbot gives support to customers and increases conversion as well.
2. Augmented Reality: Augmented Reality devices have revolutionized the way people experience things. In insurance, it provides the user an interactive experience, a real-world view with computer-generated data. Some are using AR for marketing purposes to showcase new features and capabilities, increase awareness of possible dangers, or explain an insurance policy.
3. Virtual Reality:  Virtual Reality is a tad different from AR. In VR, a simulated environment is generated on the screen where the user interacts with the objects/features performing a set of actions. What started with games [PlayStation VR] has today taken over the business world as well.
4. Wearable Devices: Wearable devices have become a rage. These are the devices that one wears on their body, like the smartwatch or a Bluetooth headset that allows them to interact with a mobile app to complete tasks/actions.

Digital Transformation in Insurance with MXDP

Four Elements of a High-Performing Insurance Company

1. Portfolio of Products & Services with Partners 

• Digital products with dynamic pricing
• Modular product structure with real-time customization
• Value-added services, such as predictive maintenance with auto policies

1. Advanced Analytics

• Identifying customized products to meet customer needs
• Preventing high-cost cases, identifying market micro-segments, and enabling interactive and customized underwriting

1. Omni-Channel Experience

• A full array of digital channels beyond the website
• Advantages of all channels leveraged to attract sales and retention
• An optimized channel mix to increase sales and retention

1. Automated Operations

• Automated and integrated process landscape across the organization
• Quick response time to customers to reduce waste and operations costs

Today, the business requirement has progressed far beyond just the creation of web or mobile apps. There is a need for an increase in the value proposition offered by development platforms. Customer evolution and market demand have given rise to the development of MXDPs to leverage digital transformation and deploy a streamlined system for a range of experiences, including wearable, chat, voice, and augmented reality. MXDP is one of the digital technologies that is wooing insurers with the promise of delivering on all four elements of a high-performing digital insurance business. MXDPs bring solutions that are faster and more effective for creating and deploying both digital applications and experiences.

Gartner MXDP Predictions & Trends 

Gartner has predicted that by 2023, over 25% of all apps across web and mobile devices will work with the multi-experience development platform. 

Based on the study carried out, MXDP will be the go-to solution for customers hereon. Instead of people learning to use technology, it is now time for technology to evolve to cater to people’s needs and preferences. MXDP is the way forward in the digital experience journey with businesses investing in state-of-the-art solutions to ensure customers get a positive experience. 

Leaders in application development must adopt MXDPs if they wish to cater to myriad user experience demands. These platforms equip citizens and professional developers with an array of front-end tools and back-end services that help them accommodate all client requirements and provide a complete experience.   

At Neutrinos, we interact closely with customers to meet their demands. We also strive to offer our customers an intelligent and advanced solution for their business challenges. The Neutrinos Suite of Insurance solutions offer seamless, end-to-end solutions for insurers, enabling cost, resource, and time optimization. Leveraging on best-in-class technology, MXDP covers all aspects of the insurance lifecycle and is changing the face of the insurance business. Do you want to learn more? Reach out to us.