The pressure is on to give customers the user experience of Amazon, Uber, Hilton etc whilst constrained by the complexity and inflexibility of legacy systems.
This tech target article points to solutions and in the insurance world examples like Allianz apply this "wrapping" to improve customer UX and tackle productivity and reduce costs.
See "Digital Insurance Claims Transformation"
This is the "nuts and bolts" of digital transformation and remember that without commitment across the organisation the best plans in the world will disappoint. It is nit enough to just digitise current processes and systems for efficiency. Re-imagine the customer journey using the eyes of the customer to aim for significant competitive advantage. Plan, organise and direct the enterprise and people to avoid the pitfalls that trip up some.
See: "The Digital Transformation Confidence Gap 2017"
And it has been almost impossible to unlock legacy functionality and data for use with modern technology; instead, companies ended up with two distinct environments, which exacerbated complexity problems. But now, with the creative use of BPMS and RPA, for example, a layer of new technology can be "wrapped" around legacy applications to cordon off much of their complexity and redundancy while opening their functionality and data to users.
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