Think back 20 years. Buying a mortgage or filing an insurance claim was difficult and time consuming for almost everyone: days of phone calls and appointments, mistakes to correct, and duplicates to send in the mail.
Then a few leading companies started giving consumers what they wanted within days or even minutes rather than weeks. Faster processes also had to be more reliable and easier to understand. And now consumers can file a medical claim or apply for a basic loan with just a few taps on a mobile phone, and check the status at any time with a couple of more taps.
Image: http://www.mckinsey.com
