Improving CX Through Effective Use of Technology, Human Resources and Operations to Drive Competitive Advantage
With huge competition and little differentiation between insurance product offerings, the customer’s experience and loyalty is key in securing and retaining business.
Culture is a critical aspect in enabling the delivery of an exceptional customer service to improve CX.
But understanding the painpoints and remedying these through the use of data, technology and process redesign is just as important.
Since 2017, there has been a major movement forward in not just redesigning operations to become more cusotmer-centric, but also the development of a customer-focused culture of excellence.
The Claims Experience Summit has been designed to shed light on the present and future state of CX, providing a roadmap for the insurance industry to become more customer-centric and retain market share.
2018 is centred on:
- Technology & Data; Gathering and Utilising the Most Effective Insights to Improve CX
- Process: Reengineering Process and Operations to Become More Customer Centric
- People: Effectively Managing and Embedding Change and Developing a Customer Focused Culture
Collaborate and set the vision for the future of claims experience with your industry peers
Identify inefficiencies, waste and avenues for improvement to improve customer service
Create and embed a customer-focused culture to ensure your service is top-notch
Learn from Suncorp, QBE, Rest Industry Super on how they have reengineered their operations to centre on customer needs
Draw from industry leaders in adopting agile methodologies, human-centred design principles and the latest techniques to boost CX
Who should attend Claims Experience 2018?
- Head of Claims
- State Managers of Claims
- Claim Managers
- Operation Managers
- Claim Operators
- Head of Customer Service/Experience
- Change Managers