Enabling a digital insurance operating model

Overcoming the practical challenges to deliver an omni-channel, frictionless digital customer experience

Following the disruption caused by COVID and the tactical adoption of digitally enabled processes and communications, organisations are now thinking strategically about their future, digitally enabled operating model.

This is more than just bringing in new technology – it’s about designing an ecosystem of people, processes, technology and data to support a truly customer centric culture and operating model.

The key challenge is how do you overcome the practical challenges to deliver on the vision?

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Contributions from:

Kelly Ward
Sales, Marketing & Distribution Director
AXA Partners
Jeremy Burgess
CEO
The Insurance Network

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AGENDA

11:00 Meeting begins with introduction by the chair

11:05  Introductory presentations

Enabling a digital insurance operating model


Topics to be discussed include:

  • Understanding how customer needs have changed and meeting those expectations
  • Reviewing operations to strip out processes that create customer friction
  • How leading organisations are prioritising investment decisions to enable customer centric systems
  • Striking the balance between self-service and human contact
Kelly Ward
Sales, Marketing & Distribution Director
AXA Partners

11:20  Roundtable discussions and feedback

12:00 Close

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