Transforming the Customer Journey

Breakfast briefing  |  8am - 10am  |  4th December  |  The Gherkin

Transforming the Customer Journey

| The Gherkin

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.

Ingrid Woodward
Head of Claims Excellence
Zurich Insurance
Sophia Pilkington-Miksa
Head of Customer Experience
Bought by Many
Sponsored by: 

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
Ingrid Woodward
Head of Claims Excellence
Zurich Insurance
Sophia Pilkington-Miksa
Head of Customer Experience
Bought by Many
09:10 Roundtable discussion & feedback
10:00 Close
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