Achieving customer centricity in the digital age

Webinar  |  1st May 2018

Achieving customer centricity in the digital age

| Webinar

Unpicking the people, process and technology challenges of digital

As customer expectations rise, insurers and brokers will need to change traditional operations to become more customer centric in order to stay relevant, drive growth and maintain competitive advantage.

The challenges is how do you achieve that shift in a rapidly changing digital environment?

Hear how the US insurance market is developing a customer focused, digital experience from Allan Lubitz, SVP and CIO at Mercury Insurance Group, who will provide an insight into the trends, approaches and future developments of digital in the US, as well as sharing some key learnings from Mercury’s own transformation before the discussions start.

Topics to be covered include:

  • Business and IT insights from the US insurance market to help improve and enhance customer experiences
  • Where are the investments being made to achieve which business objectives?
  • Tackling the operational challenges of become more customer centric and developing a single view of the customer
  • The role of digital automation to improve the customer experience

Speakers:

Allan Lubitz
SVP and CIO
Mercury Insurance Group
Ralph Severini
Global Account and Alliances Manager
Hyland Software

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Sponsored by:

17:00 Introduction by Jeremy Burgess

  • 17:05 A US perspective on digital innovation and disruption to meet changing customer expectations

  • How digital is driving key trends in the US GI markets
  • How are insurers responding? - investing in customer centric operational change
  • Overcoming the operational and technological challenges to achieve better customer outcomes
  • A vision for the future - effectively responding to an increasingly digital world where the pace of change will only get faster
Allan Lubitz
SVP and CIO
Mercury Insurance Group
  • 17:20 Enabling a customer centric strategy

  • Creating hi-touch customer interactions
  • Building deep domain empathy and knowledge
  • Driving continuous innovation
  • Being part of a partner ecosystem that can respond proactively and synergistically
Ralph Severini
Global Account and Alliances Manager
Hyland Software

17:30 Q&A

17:40 Close