Part 2: Delivering an exceptional customer service in insurance


In part 2 of this in depth look at what makes an exceptional customer experience, our expert panel explore how to overcome the practical challenges to deliver success.

Our panel of experts discuss the main barriers and potential pitfalls in going through a digital transformation. Hear interesting insights from:

  • Natasha O'Kane, Head of Digital Strategy at Unum
  • James Russell, Head of Claims Transformation at esure
  • Paul Middle, Head of Telematics at Tesco Insurance

Hosted by Jeremy Burgess from The Insurance Network and Ed Jones, Customer Experience Expert at Verint

The panel discusses how to become a truly customer-centric organisation throughout the organisation, not just within customer facing operations. They also talk about operational, cultural and technological challenges that organisations need to overcome to become customer-centric

Finally they explore how to measure success through moving away from monetised metrics to measuring through customer based experiences.



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