Transforming the Customer Experience

| The Gherkin

Developing an operating model that creates a richer customer journey, delivers better customer outcomes and drives engagement

Developing an operating model that creates a richer customer journey, delivers better customer outcomes and drives engagement

 

Enhancing the customer experience is a key priority for insurers as they get to grips with the opportunities that digital presents. To achieve this an organisation’s culture, processes and technology need to be transformed and reengineered in order to enable and deliver a customer-centric service.

This breakfast briefing will explore the key challenges in devising and implementing an operating model and IT infrastructure that can enable and sustain this transformation, and take advantage of existing and emerging technologies such as RPA, AI and machine learning.

 

Topics to be discussed include:

  • Evaluating the operating model in terms of its ability to improve customer engagement
  • Overcoming the challenge of legacy systems and thinking- system replacement or modular change?
  • Effectively modernising core systems to deliver customer-focused outcomes – what are the critical capabilities now, and looking 3-5 years ahead?
  • Building capability to take advantage of robotics, AI and machine learning
  • Being able to adapt under uncertain, changing conditions – open ecosystems and connectivity

FREE to attend

Great opportunity to learn, network and benchmark     

Action your findings on the very same day

 

Helen Rodway
UKGI CIO, Head of Operational Performance & Management
Aviva