A lot of insurance processes have already been digitized for the consumer online, but insurance advisors and claims adjuster in the field are often left using outdated technology or even paper-based documentation.

“Whether you’re an advisor or a claims adjuster, it’s all about customer experience,” said Jorrit de Vries, Samsung’s director of sales for financial services, during a Q&A in New Jersey this summer.

Mobile technology is the way to go, but the best customer experience is the one where the client doesn’t even remember which technology was used.”

Watch more from my interview with de Vries — including what insurance companies can do to thrive in this new climate — in the video above, or learn about Samsung’s solutions for financial services.