Exclusive Content

Becoming more customer centric in the claims journey: Insights from QBE

Becoming more customer centric in the claims journey: Insights from QBE

In this article Marcus Merchant, Head of Digital at QBE, shares insight into the strategies insurance companies can use to reengineer process and operations to become more customer centric.

Redesigning the Claims Experience Using Design Thinking and Human-Centred Design Methodologies

Redesigning the Claims Experience Using Design Thinking and Human-Centred Design Methodologies

In this article,  Liz Raw, Customer Strategy Consultant and Janine Reid, Chief Legal Counsel at WorkCover Queensland share insight into how their organisation is applying design thinking to align business and operational strategies and how they are focusing on process excellence to improve the overall CX and yield sustainable, bottom-line results.