VIRTUAL ROUNDTABLE

Achieving opti-channel personalisation to transform CX

27 May 2021 | 1PM ET | Hosted in our online boardrooms

Customer communication strategies can no longer be one-size-fits-all; consumers increasingly require hyper-personalized and relevant touchpoints, delivered at the time they want and by the channel they want. In the face of these rapidly evolving expectations, how can insurers move from multi-channel strategies and towards true opti-channel communication to deliver next-generation customer service?

 

This roundtable, held in association with Smart Communications, will bring together senior experts in customer experience, digital, innovation, transformation, and strategy from insurance to explore how technology can allow insurance providers to be where their customers need them, when they need them.

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The discussion

Moving from omni-channel to opti-channel: how important is ‘the right channel at the right time’ to today’s customer

What opportunities and challenges do new channels, such as asynchronous messaging and video chat, present?

From IOT to ML: how can insurers use new technologies to deliver real-time insight into the customer?

Speakers

Neal Keene

Field Chief Technology OfficerSmart Communications

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Insurance Innovators: Neal Keene
Neal Keene

Field Chief Technology Officer

Smart Communications

Neal is the Field CTO at Smart Communications, the only provider of a customer conversations management platform. Neal has more than 25 years of experience helping businesses – especially those in insurance and financial services – to modernize their customer communication and business process tools to take advantage of digital innovation. Having worked with a range of clients, from small businesses to large enterprises, Neal has deep experience in strategic product planning, business development, industry solutions and analyst relations. Prior to joining Smart Communications, Neal held executive positions at Intelledox, Thunderhead Inc., and EMC Document Sciences.

Agenda

May 27 at 1PM ET
90 minutes
  • Introduction to the roundtable

Neal Keene, Field CTO, Smart Communications

 

  • Keynote presentation: Timely, relevant and hyper-personalised – strategies for taking customer engagement to the next level

 

  • Roundtable discussion
  • The evolution of customer communications: how has the recent global disruption impacted how customers want to interact with their insurance providers?
  • Moving from omni-channel to opti-channel: how important is ‘the right channel at the right time’ to today’s customer?
  • What opportunities and challenges do new channels, such as asynchronous messaging and video chat, present?
  • The role of technology in delivering customer messaging consistently across all customer experience channels.
  • To what extent does data hold the key to delivering a true opti-channel experience? What is preventing insurers from getting more out of their data?
  • From IOT to ML: how can insurers use new technologies to deliver real-time insight into the customer?
  • Is personalisation the key to providing an empathetic service? What can insurers do to bring vulnerable customers along with them on a digital-first customer journey?
  • Utilising technology to make the conversations count – how will the role of the contact centre develop?
  • Getting the hygiene factors right: what are the key aspects of a personalising the digital experience on which insurers are still falling short?

 

  • Closing remarks

Request an invitation

This roundtable is designed for senior experts in customer experience, digital, innovation, transformation, and strategy from across insurance.

Fill in this short form if you meet the above criteria and would like to participate in the discussion on May 27 2021. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

 

To learn more, visit smartcommunications.com.