Insurers are having to deal with a drastic increase in customer contact, whilst also navigating a rapidly changing situation that has impacted the business at all levels. It is mission critical for insurers to harness technology that enables them to meet new demands at speed and encourage trust in a cost-effective, efficient way. Explore the next phase of meaningful, intuitive and relevant communication and discover the critical steps needed to secure loyalty whilst also boosting insurers’ bottom line.

From chatbots to cognitive engagement, this discussion will explore how insurers can overhaul their customer engagement strategy through capitalising on new technologies.

Hear from the following experts:

• Yanna Winter, Head of IT, Chief Information Officer, Generali
• Laurence Willems, Innovation Director, April Group
• Neil Greathead, Chief Customer Officer, Smart Communications
• Patrick Knight, Regional Vice President, Insurance, Salesforce UK&I

Customers are increasingly concerned about data privacy and yet at the same time demand ever more personalised offerings and experiences. Organisations are finding it hard to strike the right balance between delivering the personalisation benefits customer crave, on the one hand, and steering clear of unwanted intrusion into their privacy on the other. 

In this filmed panel discussion, Connected Customer examines how this personalisation-privacy paradox can be resolved through more sophisticated use of analytics to build trust and offer customers a compelling reason to share their data.

Hear from the following experts:

• Eddie Short, Director, Data, Insights and Analytics, O2
• Paul de Laat, Group Customer Insight Director, British Gas
• Martin Squires, Director of Advanced Analytics, Pets at Home
• Manuel Tönz, Customer Experience Advisor, SAS Switzerland

The COVID-19 crisis has highlighted how critical digital capabilities are in responding quickly to new demands and ensuring business and operational agility. Carriers’ future success depends on how quickly organizations can shift to new digital operating models that combine business resilience with cost efficiencies and CX excellence.

Tune into this livestream and hear from four leading insurance experts who will discuss the next phase of digital transformation. From leveraging technology and enhancing customer experience, to advancing efficiencies across the business – find out the best strategies for success!