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.
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
Main sponsor:
Verint is "The Customer Engagement Company." We help organizations simplify and modernize the way they engage customers through their contact center, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement.
With 40% of customer transactions being digital – a figure expected to increase to over half within the next three years – there’s never been a more important time for effective customer engagement. The eg operational intelligence® software suite, together with the eg principles of operational management®, provides the ability to optimize customer service provision and manage end-to-end customer journeys using any device, anytime, anywhere.
For more information click here