Successfully delivering digital journeys in insurance

Overcoming the practical challenges to improve conversion rates, drive up customer engagement and increase the customer lifetime value

All insurers are re-evaluating their customer journeys as they attempt to meet and exceed rapidly changing customer expectations around digital experiences. Customers will no longer tolerate poor, time consuming journeys that do not allow them to interact across different channels of their choice.

The key questions are: what does the target digital service model look like, and how do you align people, processes, data and technology to enable it?

At this virtual round table discussion we will explore:

  • Leveraging customer-lead design thinking to revaluate current customer journeys and reduce friction points.
  • Joining up multi-channel experiences to drive better customer and commercial outcomes
  • Building the data and technology capabilities required both now and in the future

Sponsored by




Contributions from:

Jason Cripps
Global Head Operational Excellence and Automation
Zurich Insurance
Jeremy Burgess
The Insurance Network



10:00 Welcome and introduction by the chair

10:05  Introductory presentation

Delivering end-to-end seamless digital customer experiences

Topics to be discussed include:

  • Overcoming the legacy technology and thinking to transforming the service model
  • Developing a data and automation academy to build future skills and capabilities
  • The results in terms of customer experience innovations, cost reduction and higher NPS

Jason Cripps
Global Head Operational Excellence and Automation
Zurich Insurance

10:20  Roundtable discussions and feedback

11:00 Close

Sponsored by