Insurers are investing in customer experience to improve engagement, drive up retention and build sustainable competitive advantage.

However, customers now expect an omni-channel experience from their insurer and tools that allow them to self-serve a range of needs. As customer expectations escalate it is those insurers that can leverage the next generation of ever more sophisticated, A.I enabled technology to proactively engage with customers and optimise their customer journeys that will win loyalty and drive business growth.

In large complex organisations this is easier said than done. Attend this breakfast briefing to discover how to overcome the people, process and technology challenges to deliver consistent, efficient and continually improving experiences across all channels to meet customer needs at a time and in a way that suits them.

Topics to be discussed include:

• Delivering effective communications in a text-dominated, digital world
• Moving beyond triage to straight through processing & more effective call agent deployment for vulnerable customers
• Leveraging proactive, conversational A.I tools to accelerate resolution times, improve NPS and retain customers at renewal
• Effectively using machine learning analytics to optimise the customer experience from real-time data and build a strategy for automated customer journeys that work.

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