Overview

Delivering seamless, intelligent customer communications can no longer be a future ambition – it’s now critical for insurers to effectively compete. From policy inquiries to claims processing, insurers must meet rising customer expectations for speed, personalisation and clarity, or risk losing trust, customers and market share.

Yet, for many, outdated communication processes, fragmented data and entrenched legacy systems often result in inefficiencies, frictional costs and customer frustration.

Forward-thinking insurers are harnessing AI, automation and data-driven insights to revolutionise customer engagement – enabling hyper-personalised, real-time interactions that drive retention, reduce costs and enhance brand loyalty.

However, embedding AI into communication strategies requires overcoming myriad practical challenges, including data silos, cultural resistance and complex integration with legacy systems.

This breakfast briefing will explore how you overcome these practical challenges to transform the customer experience through effective, digitally enabled communications and will 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
• How machine learning and generative AI can personalise customer interactions, automate responses and predict customer needs
• Overcoming the operational challenges to deliver change