In the early days of internet (a.k.a web 1.0), the World Wide Web was merely an one-way communication platform. Website owners have sole authority over the content delivered in the websites. As internet technology evolves, the web has grown to be more interactive with forms, searches, messaging and games. Eventually, it became more transactional with the birth of e-commerce and online shopping – then came e-insurance or internet insurance.

To satisfy the online community, web providers offer personalization and publication features which began the shift of content authority to the web users. Today, internet web 2.0 or social web has become the preferred channel for information, communication and transaction for the consumers in this digital age.

Consumers are spending more time on the internet and social web these days, compared to other media channels! On Financial, Insurance and Takaful, consumers’ expectation has also evolved beyond just purchasing a simple product online. We must understand and meet the expectation of these digital consumers on the internet to connect, converse and convert customers online.