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
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:
Head of Product Delivery
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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
Head of Product Delivery
LV=
09.05 Roundtable discussion & feedback
10:00 Close
Sponsored by
Main sponsor:
Verint is "The Customer Engagement Company." We help organisations simplify and modernise the way they engage customers through their contact center, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organisation. With over two decades of experience helping more than 10,000 organisations worldwide create lasting value, we’re a global leader in customer engagement.