Transforming customer journeys through design thinking
Leveraging design thinking to transform customer journeys, enable innovation, remove frictional costs and improve efficiency
The Gherkin
Design thinking is not just about refreshing a website or replacing manual paper-based processes with digital. It is a strategic approach to transform the way customers interact with your business, develop new products and solutions, and create an innovative culture that builds resilience and competitive advantage.
For insurance companies it presents an opportunity to reshape traditional, linear ways of working to deliver a customer experience that meets and exceeds expectations.
As insurance becomes increasing more digital, it’s those organisations that can align operations, IT, people and culture around the customer centric strategic vision that will succeed.
Attend this breakfast briefing to explore beyond the theory and hear practical insights into how design thinking has been successfully applied. There will also be the opportunity to have your questions answered during the subsequent discussion.
Following the presentation, the subsequent discussion will cover:
- Key criteria to leverage design thinking within insurance organisations
- Bringing IT and business closer to enable customer centric products and operations
- Developing an iterative approach to change and continuous improvement
- Tackling data and legacy technology challenges to enable the agile organisation
Sponsored by
Speaker:
Head of Experience Design
Direct Line Group
- Takes place in the private dining rooms at the top of the Gherkin
- Only 15 industry practitioner places are available
- Hear the case study then participate in the Q&A
AGENDA
08:00 Registration, tea and coffee
08:15 Breakfast of your choice with views over the city
08:40 Introduction by the chair
08:50 Presentation
Leveraging design thinking to transform customer journeys, create compelling products and engage customers & your people
- Applying design thinking systematically rework customer journeys
- Enabling seamless, omni channel digital journeys
- Overcoming the operational and cultural challenges to deliver change
- Developing an iterative approach of continuous improvement
Head of Experience Design
Direct Line Group
09.05 Roundtable discussion & feedback
10:00 Close
Sponsored by
Main sponsor:
Sapiens International Corporation empowers insurers to succeed. The company offers digital software platforms, solutions and services for the P&C; life, pension and annuity; reinsurance; financial & compliance; workers’ compensation and financial markets. With more than 35 years of delivering to over 500 organizations globally, Sapiens satisfies customers’ core, data and digital requirements. Our portfolio includes policy administration, billing and claims; underwriting, illustration and electronic application; reinsurance; and decision management software. Sapiens’ digital suite features customer and agent portals, and an advanced analytics solution. Sapiens’ team of over 3,300 operates in North America, the United Kingdom, EMEA and APAC.
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