Effectively aligning people, process and technologies is the key to delivering an exceptional customer experience that drives retention, efficiencies and profitability. As customer service expectations are continually evolving, insurers and brokers must adapt their operating models to meet these new demands – whilst also ensuring customer acquisition/retention and improved margins.
However, in large, complex organisations this is easier said than done and the challenges of legacy technology, siloed data and departments coupled with outdated processes can frustrate transformation initiatives.
Watch this webinar to explore how you can overcome the practical challenge of successfully changing the operating model, leverage new technologies to drive efficiencies and deliver a customer experience fit for the digital age.
Topics covered include:
• Assessing current service gaps to establish where change needs to be delivered.
• Developing a culture where operations are designed around customer outcomes.
• Overcoming the data challenges to achieve a single view of the customer across the organisation.
• Leveraging technology to automate traditional manual processes in onboarding, policy underwriting, claims, adjudication and compliance.