Delivering a digital customer experience
Overcoming the operational challenges to deliver consistent digital customer journeys within insurance
Customer expectations have evolved again. Customers accustomed to superslick ecommerce and online banking experiences now expect a personal service, delivered instantly and across multiple channels (of their choice). They will no longer tolerate insurers that deliver poor service, disjointed communications or demonstrate inefficiency.
The key challenge for many insurers is tackling the operational challenges of meeting these expectations when the necessary transformation is hindered by legacy thinking, systems and processes.
Attend this virtual round table to hear first-hand how Direct Line Group have approached the people, process, technology and data challenges to enable and enhanced digital customer experience and reduce costs.
You will have the opportunity to share your experiences and have your questions answered during the open discussion. No recordings and The Chatham House Rule applies.
Sponsored by:
Contributions from:
Facilitated by:
AGENDA
11:00 Meeting begins with introduction by the chair
11:05 Presentation
Delivering a digital customer experience
Topics to be discussed include:
- Leveraging digital to rethink & transform operating models
- Breaking down barriers and eliminating organisational and data silos
- Delivering the same experience consistently across every channel
- Getting the right balance between human and automated assistance
- Delivering ROI that goes beyond just cost savings
11:20 Roundtable discussions and feedback
12:00 Close
Sponsored by
Main sponsor:
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