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Economic Downturn: Where Should Emerging Tech Firms Channel Their Investments?

As we stepped into 2023, the shadow of an economic slowdown loomed large over the global business landscape. Recent data points to a tangible shift in the economic tide. For instance, McKinsey’s latest survey reveals a pronounced wariness among executives about the future of the global economy, more so than at the start of 2022​​. This apprehension is not unfounded, as businesses across various sectors grapple with the ripple effects of this slowdown. The cautious stance of companies is reflected in their investment patterns and strategic decisions, signaling a crucial period of reassessment and recalibration.

Understanding the Slowdown: Causes and Corporate Impact

The economic slowdown that has been casting its shadow in 2023 didn’t emerge out of thin air; it’s the culmination of a series of events and factors that have been simmering for a while. It all began with the ripple effects of the COVID-19 pandemic, which disrupted global supply chains and led to unprecedented shifts in consumer behavior. The pandemic’s impact was further exacerbated by geopolitical tensions and trade wars, particularly between major economies like the United States and China.

In this context, the major economies around the globe, including the U.S., the European Union, and China, have experienced a significant downturn. This has been reflected in various economic indicators like GDP growth rates, consumer spending, and unemployment rates.

To put things into perspective, let’s consider two major companies: Apple and Amazon. Pre-pandemic, Apple’s annual research and development expenditure was consistently increasing, reaching around $18.75 billion in 2020. However, in the wake of the economic slowdown, there’s a noticeable tapering in their spending pattern. Similarly, Amazon, known for its aggressive expansion and investment strategies, reported a decrease in its year-on-year growth rate in 2022, a stark contrast to its usual robust growth figures.

These spending patterns are a direct response to a blend of factors – reduced consumer demand, supply chain disruptions, and a general atmosphere of uncertainty fueled by global political unrest and economic instability. Businesses are being forced to rethink their strategies, often choosing to tighten their belts rather than invest in new ventures or expansion plans.

How Does This Help?

By understanding the reasons behind the slowdown and observing the actions of major players, businesses can better navigate these challenging times. It’s crucial to recognize the signs of economic shifts and adapt accordingly, whether that means revising spending, re-evaluating investment strategies, or even temporarily putting expansion plans on hold. The key is to remain agile and responsive to the ever-changing economic landscape.

Tackling Economic Slowdown through Strategic Capital Allocation

In these times of economic uncertainty, it’s crucial for companies to exercise caution in their capital allocation. The focus should be on investing in areas with the most potential for sustainability and growth, despite the prevailing challenges. Let’s delve into three key strategies that companies can adopt:

Investing in Digital Transformation: In an era where technology is king, companies investing in digital transformation tend to stay ahead. For instance, Netflix’s continuous investment in its streaming technology and content personalization has helped it maintain a competitive edge, even during economic downturns.

Focusing on Core Competencies: Concentrating on core business areas can lead to more efficient use of resources. Microsoft, for example, has consistently focused on its core software and cloud services, which has helped it weather various economic storms successfully.

Sustainable Practices and Long-Term Planning: Companies that invest in sustainability and long-term planning often emerge stronger. Unilever’s commitment to sustainability has enhanced its brand reputation and led to cost savings and innovation, proving beneficial in times of economic hardship.

These strategies are not just about cutting costs; they’re about smart investment. By focusing on areas with the highest potential return, companies can make the most of their resources, even when those resources are limited.

How Innovating Can Help Companies Overcome Slowdown?

In times of economic slowdown, innovation becomes more than just a buzzword; it’s a survival strategy. When traditional markets stagnate, and consumer spending tightens, innovative products and services can open new revenue streams and even create their own markets. Here’s why and how companies should prioritize innovation during economic downturns:

Innovation as a Differentiator: In a crowded market, innovation helps companies stand out. Take, for example, Tesla’s focus on electric vehicles. Even in periods of economic downturn, Tesla’s commitment to innovation not only set it apart from competitors but also helped to establish a new market segment.

Creating Demand: Innovative products can stimulate demand where none existed before. Apple’s introduction of the iPhone is a classic example. By creating a new category of smartphones, Apple not only survived the 2007 economic slump but thrived.

Efficiency and New Solutions: Innovation isn’t just about products; it’s also about processes and finding new ways to solve old problems. Amazon’s investment in AI and robotics for logistics and delivery has not only saved costs but also improved efficiency and customer satisfaction.

Partnering for Innovation

During economic downturns, resources for R&D can be limited. This is where strategic partnerships come into play. Collaborating with tech companies known for their innovative prowess can be a game-changer. For example, a partnership between a traditional car manufacturer and a tech firm specializing in autonomous driving technology can lead to the development of new, market-ready products faster and more efficiently than either could achieve alone.

We have a good example of Mantra Labs which built an intelligent clinic management solution Connect2Clinic. The platform that allows appointment management, e-consultation, managing multiple clinics, etc., sets a benchmark in digital health. 

Innovation during a slowdown is not just about survival; it’s about setting the stage for future growth. Companies that invest in innovation and smart partnerships can not only weather the current economic challenges but also emerge as industry leaders.

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NPS in Insurance Claims: What Insurance Leaders Are Doing Differently

Claims are the moment of truth. Are you turning them into moments of loyalty?

In insurance, your app interface might win you downloads. Your pricing might drive conversions.
But it’s the claims experience that decides whether a customer stays—or leaves for good.

According to a survey by NPS Prism, promoters are 2.3 times more likely to renew their insurance policies than passives or detractors—highlighting the strong link between customer advocacy and retention.

NPS in insurance industry is a strong predictor of customer retention. Many insurers are now prioritizing NPS to improve their claims experience.

So, what are today’s high-NPS insurers doing differently? Spoiler: it’s not just about faster payouts.

We’ve worked with claims teams that had best-in-class automation—but still had low NPS. Why? Because the process felt like a black box.
Customers didn’t know where their claim stood. They weren’t sure what to do next. And when money was at stake, silence created anxiety and dissatisfaction.

Great customer experience (CX) in claims isn’t just about speed—it’s about giving customers a sense of control through clear communication and clarity.

The Traditional Claims Journey

  • Forms → Uploads → Phone calls → Waiting
  • No real-time updates
  • No guidance after claim initiation
  • Paper documents and email ping-pong

The result? Frustrated customers and overwhelmed call centers.

The CX Gap: It’s Not Just Speed—It’s Transparency

Customers don’t always expect instant decisions. What they want:

  • To know what’s happening with their claim
  • To understand what’s expected of them
  • To feel heard and supported during the process

How NPS Leaders Are Winning Loyalty with CX-Driven Claims and High NPS

Image Source: NPS Prism

1. Real-Time Status Updates

Transparency to the customer via mobile app, email, or WhatsApp—keeping them in the loop with clear milestones. 

2. Proactive Nudges

Auto-reminders, such as “upload your medical bill” or “submit police report,” help close matters much faster and avoid back-and-forth.

3. AI-Powered Document Uploads

Single-click scans with OCR + AI pull data instantly—no typing, no errors.

4. In-the-Moment Feedback Loops

Simple post-resolution surveys collect sentiment and alert on issues in real time.

For e.g., Lemonade uses emotional AI to detect customer sentiment during the claims process, enabling empathetic responses that boost satisfaction and trust.

Smart Nudges from Real-Time Journey Tracking

For a leading insurance firm, we mapped the entire in-app user journey—from buying or renewing a policy to initiating a claim or checking discounts. This helped identify exactly where users dropped off. Based on real-time activity, we triggered personalized notifications and offers—driving better engagement and claim completion rates.

Tech Enablement

  • Claims Orchestration Layer: Incorporates legacy systems, third-party tools, and front-end apps for a unified experience.
  • AI & ML Models: For document validation, fraud detection, and claim routing, sentiment analysis is used. Businesses utilizing emotional AI report a 25% increase in customer satisfaction and a 30% decrease in complaints, resulting in more personalized and empathetic interactions.
  • Self-Service Portals: Customers can check their status, update documents, and track payouts—all without making a phone call.

Business Impact

What do insurers gain from investing in CX?

A faster claim is good. But a fair, clear, and human one wins loyalty.

And companies that consistently track and act on CX metrics are better positioned to retain customers and build long-term loyalty.

At Mantra Labs, we help insurers build end-to-end, tech-enabled claims journeys that delight customers and drive operational efficiency.
From intelligent document processing to AI-led nudges, we design for empathy at scale.

Want a faster and more transparent claims experience?

Let’s design it together.
Talk to our insurance transformation team today.

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