Enabling digital self-service in insurance
Delivering an omni-channel customer experience
The pandemic has underscored the importance of digital channels with companies such as Google, Amazon, and Facebook driving ever escalating customer expectations. Insurers are finding that both direct customers and brokers expect and “always-on”, omni-channel service and the ability to offer self-service as an option.
The challenge is to utilise the right digital and mobile technology to make the process as seamless and as personalised as possible, increase resolution times and drive-up engagement. Additionally, the data captured can be leveraged to enable the self-service offering, pre-empt and flatten demand curves to ensure existing operations and processes can operate efficiently and effectively alongside, and integrate with, the self-service option.
Attend this breakfast briefing to explore solutions to these challenges and benchmark your approach with those of your peers.
Topics to be discussed include
- Establishing the business case for self-service
- Integrating self-service with existing service channels to deliver an omni channel experience
- Leveraging customer data to predict demand and improve resolution times
- Success stories and common pitfalls to avoid
08:00 Registration, tea and coffee
08.15 Breakfast of your choice with views over the city
08.40 Introduction by the chair
Overcoming the practical challenges to deliver a truly omni-channel experience
- How are customer communication channels changing
- The rise of asynchronous chat and self-service – and their impact on your customer channels
- Leveraging this changing behaviour to enable better customer service, drive down resolution times and reduce costs
09.05 Roundtable discussions and feedback
We are a technology services company delivering across the software development lifecycle, helping organisations improve efficiency, responsiveness, and customer engagement. By enabling our clients to leverage next-generation technologies, we accelerate their ability to deliver Digital and Agile transformation and also to take advantage of new business models and market opportunities. Our multi-disciplinary teams deliver Product & Technology Strategies and Intelligent Experiences underpinned by World Class Engineering.
Our Insurance footprint covers the UK, Europe and the US, focusing on General Insurance and the London Market. Alongside Insurance, we also work with clients across a number of different industries including Payments, Mobility and Retail, which helps us ensure we bring the learnings and innovation from those industries in our Insurance work and partnerships.
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