Engaging the next generation of customers to drive retention & growth

Achieving customer centric, omni channel communications is not a new concept for insurers, but for many, issues around legacy systems, siloed operations and outdated technology still pose significant challenges.

The Gherkin

Today’s customers already want quicker service and a more streamlined customer journey than many can provide, and tomorrow’s customers will expect even more: meaning that tackling the technology challenges and implementing an agile operating model across the organisation is now more critical than ever.

Attend this breakfast briefing to explore:

  • Successfully overcoming the technology and operational challenges to deliver a seamless and transparent customer experience
  • Leveraging data from multiple systems to meet customer service expectations
  • Creating a culture of ‘digital first’ – assessing where systems and processes enable (or hinder)
  • What does good self-service look like for insurance customers?
  • What will the digital customer of tomorrow expect and how do you deliver it?




Sponsored by:


08:00 Registration and refreshments

08:15 Breakfast with stunning views across the city

08:40 Introduction by the chair

08:50 Presentation

Overcoming the operational and technical challenges to deliver a streamlined customer experience

  • Key criteria when investing in customer centric operational change
  • Identifying & overcoming the operational, technological and cultural challenges to achieve better customer outcomes
  • Delivering effective customer communications in the digital age – the challenges of omni-channel
  • Operational agility and flexibility - effectively responding to an increasingly digital world where the pace of change will only get faster

Followed by round table discussions and feedback

Paul Burrows
Customer Experience & Operations Director - AXA Direct
AXA Insurance