Transforming the customer experience in Insurance
27th November | 8-10am | The Gherkin
Transforming the customer experience in insurance
Overcoming the cultural and operational challenges to improve customer engagement and retention
Across the insurance value chain leading organisations are focused on understanding their customer needs, wants and behaviours in order to improve the customer experience and journey.
By delivering a seamless, quick and easy customer experience, organisations can improve retention, strengthen their brand reputation and build competitive advantage.
However, this is easier said than done in complex organisations, often with legacy technology, siloed processes and a product centric culture that stifles innovation and transformative change.
Attend this breakfast briefing to discuss overcoming the key challenges in aligning people, processes and technology to enable a customer experience fit for the digital age.
Topics to be discussed include:
- Simplifying processes and overcoming the operational and cultural challenges in transforming the customer experience
- The virtuous circle of more engaged employees delivering a better customer experience - finding ways to drive up discretionary effort
- Using data to get closer to your customer to deliver the service and experience they expect
- Achieving effective self-service that drives satisfaction and customer engagement
AGENDA
08:00 Registration, tea and coffee
08:15 Breakfast of your choice with views over the city
08:40 Introduction by the chair
08:50 Presentations
Avoiding vague and poorly directed corporate culture programmes – key criteria to successfully transform the customer experience
- Fundamentally understanding what the problem is and why it is happening
- Defining what can be changed to deal with the problem
- Creating a delivery plan with clear metrics for success
Leveraging systems thinking to transform the customer journey
- Building effective, customer centric management teams
- Mapping customer journey’s and optimising them through a customer lens
- Applying RPA and machine learning to reduce demand failure & improve the experience
09:15 Discussion and benchmarking approaches to change and digital transformation
10:00 Close
Sponsored by
Main sponsor:
Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect to their customers in a whole new way.
For more information click here
Venue
The Gherkin
30 St Mary Axe
London
EC3A 8EP
tel: +44 20 7071 5029
Useful Info
Closest tube stations - Aldgate, Bank
Closest rail stations - Fenchurch St, Liverpool St
Parking - Local street parking nearby
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