Overview

Delivering effective customer communications is critical to building brand reputation, delivering on your promises, meeting expectations and enabling cross and upselling opportunities.

However, all too often in insurance, poor communications lead to customer frustrations, longer resolution time and an erosion of trust…negatively impacting operating costs and customer churn.

Leading insurers are investing in digital capabilities, automation and A.I technologies that can enable hyper personalised communications that drive up engagement, increase retention and remove frictional costs.

As always this is easier said than done in complex organisations with legacy technology, disparate data sets and siloed business units.

This breakfast briefing will explore how you overcome these practical challenges to transform the customer experience through effective, digitally enabled communications and focus on:

• Key steps your organisation must take to ensure effective and efficient utilization of data to improve the customer experience
• Effectively identifying and addressing pain points in the customer experience to improve customer satisfaction and retention
• Overcoming the operational challenges to deliver change
• What does the operating model look like in a genuinely customer-centric organisation?