Transforming the Customer Journey
Breakfast briefing | 8am - 10am | 4th December | The Gherkin
Transforming the Customer Journey
Overcoming the operational challenges of optimising back office processes AND improving the customer experience
The challenge facing insurers keen to develop a customer centric operating model is designing and delivering an engaging customer journey at the same time as optimising back office process to both achieve the necessary levels of service delivery and reduce frictional costs.
Achieving this balance in an efficient and effective way is the key to competitive advantage in the current business environment.
This workshop will explore the how you approach the operational challenges of delivering an exceptional customer experience, the role of digital technology in enabling a better customer journey and how you reduce operating costs.
This workshop explored:
- How real-time, rich multichannel MI can optimise back office systems and workflow
- Improve customer communications to reduce demand failure and increase retention
- Enable the move towards automated and AI enabled customer communications
- Reassess your operating model and the workplace of the future – the role of humans in the digital age
- Achieving the holy grail: reduced costs, improved service and the ability to do more with less
AGENDA
08:00 Registration opens - Grab a coffee & enjoy the views over the city
08:15 Breakfast is served
Transforming the customer experience to drive engagement, retention and growth
- Immediate priorities and requirements you need to get right in order to deliver a superior customer experience
- Tools and analytics for deep customer insights and translating this into operational performance improvements
- Role of digital technologies in improving customer excellence and articulating the costs and benefits of new innovations
09:10 Roundtable discussion & feedback
10:00 Close
Sponsored by
What your peers have said
"Was a really good event.
The location and food was excellent, and the discussions with other peers resonated with challenges we're facing. I also liked the fact the sponsor didn't do a hard sell on their products and services."
UKGI Lead Business Architect, Zurich Insurance
"I thought today was a good session, people dotted around the table contributing & good questions to keep discussions going."
Head of IT Business Partner, Digital, Distribution & Investments, Canada Life Limited
"I really enjoyed the event this morning, a number of 'tracks' were very thought provoking - its especially good to be able to feel comfortable.... to be able to set questions running in the group where one genuinely doesn't have an answer but see how others might tackle it or what they are thinking.. great stuff, would like to see much more on this subject."
Regional IT Category Director EMEA, Aon
"These events are always interesting and insightful - thanks for the invitation!"
Head of Change & Transformation, Aviva
"Provided a perfect opportunity for senior colleagues and competitors to share their issues and how they were resolved or mitigated. Outcome is there is: there is no perfect solution, and reliance predominantly should be on our own staff and the technology is the enabler, and shouldn't be the taskmaster."
Chief Operating Officer, Axis Capital
"Not only was this event highly informative in terms of future learning and knowledge sharing, I found the environment very relaxed and comfortable which was welcomed. I valued the openness of Ian the guest speaker and the ability to talk freely and share stories.
I look forward to more events like this in the future as I will definitely be attending. "
Claims Operations Manager, Generali
"As ever interesting and lively debate on the hot topics of the day. Sharing the experiences we all face in a safe environment helps put the challenges in perspective"
Head of IT and Change Management, Legal & General
"An interesting and thought provoking event with a great mix of peers from across the industry"
Underwriting and Markets Director, Home & Legacy
"Really good networking opportunity and quality discussions take place among committed practitioners"
Head of IS, Digital, Distribution & Investments, Canada Life