Transforming operations to deliver
the digital customer experience

 

Breakfast Briefing  |  6th July, 08:00 - 10:00   |  The Gherkin, London

 

Transforming operations to deliver the digital customer experience

| The Gherkin

Tackling legacy systems, processes and technology to transform the customer experience, deliver omni-channel engagement and remove frictional costs

All insurers are investing in digital to improve the customer experience, drive up retention and deliver efficiencies. However, the key to delivering an exceptional customer experience is enabling excellence in operations.

Legacy technology, disparate data in siloed functions and a risk adverse culture often stifle innovations that can improve operational performance, enable a more agile business and adapt to future changes in customer digital service expectations.

This breakfast briefing will explore how you overcome the people, process and technology challenges to deliver the operational transformation that is necessary to enable an omni-channel experience, deliver efficiencies and build digital capabilities for the future.


Topics to be covered include:

  • Transforming operations to deliver a seamless, omni-channel digital customer service model
  • Mapping current systems and processes to uncover bottlenecks and service gaps
  • Successfully delivering a consistent customer experience across sales, service centres and claims
  • Overcoming the practical challenges to deliver transformational change in complex insurance organisations

 

Sponsored by

Speakers:

Carl Berriman

Head of Product Delivery

LV=

Simon Buckley
Operations Director
AXA Insurance

 

Register

 

 

AGENDA

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 Presentations

Case studies & insights: overcoming the operational challenges to improve the customer experience and deliver efficiencies

  • Reviewing and understanding where friction points occur in customer journeys
  • Leveraging digital to streamline operations, build capabilities and enable more organisational agility
  • Developing an effective omni-channel strategy that does not add legacy and cost
  • Tackling the people and cultural challenges to deliver successful transformational change

register now

Carl Berriman

Head of Product Delivery

LV=

Simon Buckley
Operations Director
AXA Insurance

09.05 Roundtable discussion & feedback

10:00 Close

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