Overcoming the operational challenges to deliver consistent digital customer journeys  

Virtual roundtable   |   25th February   |  11:00 - 12 noon


Delivering a digital customer experience

Overcoming the operational challenges to deliver consistent digital customer journeys within insurance

Customer expectations have evolved again. Customers accustomed to superslick ecommerce and online banking experiences now expect a personal service, delivered instantly and across multiple channels (of their choice). They will no longer tolerate insurers that deliver poor service, disjointed communications or demonstrate inefficiency.

 

The key challenge for many insurers is tackling the operational challenges of meeting these expectations when the necessary transformation is hindered by legacy thinking,  systems and processes.

 

Attend this virtual round table to hear first-hand how Direct Line Group have approached the people, process, technology and data challenges to enable and enhanced digital customer experience and reduce costs.

You will have the opportunity to share your experiences and have your questions answered during the open discussion. No recordings and The Chatham House Rule applies.

Sponsored by: 

 

 

Contributions from:

Matt Walton
Director & Digital Transformation Lead
Direct Line Group
Matt Young
Account Director
Verint

Facilitated by:

Jeremy Burgess
CEO
The Insurance Network

AGENDA

11:00 Meeting begins with introduction by the chair

11:05 Presentation

Delivering a digital customer experience

Topics to be discussed include:

  • Leveraging digital to rethink & transform operating models
  • Breaking down barriers and eliminating organisational and data silos
  • Delivering the same experience consistently across every channel
  • Getting the right balance between human and automated assistance
  • Delivering ROI that goes beyond just cost savings
Matt Walton
Director & Digital Transformation Lead
Direct Line Group
Matt Young
Account Director
Verint

11:20 Roundtable discussions and feedback

12:00 Close

16