Chapter 1 IntroduCtIon to dIgItal experIenCe platforms Table 1-2. (continued) Vertical/Industry Domain Drivers and Key Business Scenarios Insurance • product comparison tools • mobile apps that provide services related to quotes, claims, service requests, policy management • Customer self-service related to policy management, service requests, payment and profile management • advanced analytics for fraud detection • Campaign management, lead management manufacturing • Convergence of B2C (business to consumer) and B2B (business to business) channels • Information delivery • Collaboration • unified dashboard view Customer service • self-service • Knowledge management • search and information discovery • Collaboration tools and collective intelligence harnessing tools such as wikis, blogs, forums, communities • aI-based virtual personal assistants (Vpas), chatbots • machine-learning based contextual recommendations • social media integration Common business drivers • lower operational cost and continuous improvement across all verticals • data-driven decision making • self-service • faster time to market through agile delivery and maximal reuse of out-of-the-box platform components • agile delivery • frictionless and automated processes and improved productivity 15