Enabling digital self-service in insurance

Delivering an omni-channel customer experience

The Gherkin

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

Sponsored by


Contributions from:

Chris Thompson
Global Head of Mobile



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 Presentation

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
Chris Thompson
Global Head of Mobile

09.05 Roundtable discussions and feedback

10:00 Close

Sponsored by

Main sponsor: