Improving the insurance customer experience


Strategies for success in transforming operations to enhance the digital customer experience.


This report identifies key success factors for the implementation of automation and digital transformation initiatives in general insurance. It explores the practical challenges of tackling legacy systems, processes, and technology to transform the customer experience, deliver omnichannel engagement, and remove frictional costs.

It is based on discussions at a breakfast briefing The Insurance Network co-hosted with Verint on ‘transforming operations to deliver the digital customer experience’ on 6th July 2022, featuring Carl Berriman, Head of Product Delivery at LV=, and Simon Buckley, Operations Director, AXA Insurance; and the AI & Automation session at Virtual TINtech held on June 21st, with Tom Clay, Chief Data Scientist at Covea Insurance, Dr. Annarita Roscino, the Group Claims Data & Insight Leader at Zurich Insurance,and Ed Jones, Strategic CX & Digital Transformation Advisor at Verint®. The breakfast briefing was held under The Chatham House Rule. Verint and TIN would like to thank everyone for their contributions.

Automation is critical for improving customer experience and can also help address the current, very tight labour market. Its use will create new roles for front-line staff, enhancing their career opportunities outside of the contact centre.

There is tension between the various stakeholders that needs to be ...

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