Orchestrating communications to transform the customer journey

Virtual roundtable   |   27th May   |  10:00 - 11:00


Orchestrating communications to transform the customer journey

Overcoming the practical challenges to deliver omnichannel, digital customer experiences

The experience customers receive when interacting with your organisation is where brand reputation, loyalty and competitive advantage are made or lost. As customer expectations rise, it is now critical that organisations build the capability to enable and orchestrate two-way conversations across multiple channels in real time using Cloud.

Attend this virtual round table to explore how you overcome the people, process and technology challenges of capturing customer communication channel preferences and insights that will improve the customer experience, drive quicker customer outcomes, and deliver efficiencies.

Topics to be explored include:

  • Digitising work processes to effectively interact with customers across the policy lifecycle
  • Overcoming the operational challenges to integrate with core systems
  • Leveraging insights and preferences to enable automated customer journeys
  • Supporting valuable human resources with the right data at the right time

Sponsored by: 

 

 

 

Only 2 places available

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Contributions from:

Chris Thompson
Global Head of Mobile & Public Websites, CIO
Aviva
Jeremy Burgess
CEO
The Insurance Network

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AGENDA

10:00 Meeting begins with introduction by the chair

10:05  Introductory presentations

Overcoming the practical challenges to deliver omnichannel, digital customer experiences


Topics to be discussed include:

  • What does (or will) good omni-channel look and feel like for customers and employees?
  • Building the capabilities to enable two-way conversations across multiple channels
  • Key challenges to pre-empt and overcome
Chris Thompson
Global Head of Mobile & Public Websites, CIO
Aviva

10:20  Roundtable discussions and feedback

11:00 Close

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