The pandemic has underscored the importance of digital channels with companies such as Google, Amazon, and Facebook driving ever escalating customer expectations. Insurers are finding that both direct customers and brokers expect and “always-on”, omni-channel service and the ability to offer self-service as an option.

The challenge is to utilise the right digital and mobile technology to make the process as seamless and as personalised as possible, increase resolution times and drive-up engagement. Additionally, the data captured can be leveraged to enable the self-service offering, pre-empt and flatten demand curves to ensure existing operations and processes can operate efficiently and effectively alongside, and integrate with, the self-service option.

Attend this breakfast briefing to explore solutions to these challenges and benchmark your approach with those of your peers.

Topics to be discussed include

• Establishing the business case for self-service
• Integrating self-service with existing service channels to deliver an omni channel experience
• Leveraging customer data to predict demand and improve resolution times
• Success stories and common pitfalls to avoid

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