VIRTUAL ROUNDTABLE
Customer engagement in a new digital age: convenience, conversation, efficiency
14 April 2021 | 1PM ET | Hosted in our online boardrooms
This Insurance Innovators’ roundtable, held in association with Interactions, is an invitation-only online event that will bring together senior experts in customer experience, digital, innovation, operations, technology and strategy from across the US insurance market to explore how insurers can transform the customer journey and differentiate from competitors – from leveraging automation to adding value through human agents.
View all speakers
View the agenda
The discussion
Tapping into cost and operational efficiencies: where can automation be leveraged?
Not losing sight of customer needs: exploring the limitations of automation during the customer journey
Blending AI-enabled with human-centred customer interactions: how can insurers seamlessly combine human with digital?
Speakers
Tom Lyons
Chief Operating Officer, Direct Response ChannelPlymouth Rock Assurance
Chief Operating Officer, Direct Response Channel
Plymouth Rock AssuranceTom Lyons is the Chief Operations Officer of the Direct Response Channel for the Plymouth Rock Management Company of New Jersey. He is responsible for all aspects of Plymouth Rock Assurance’s auto direct‐to‐consumer marketing and sales efforts, marketing analytics activities, and inbound and outbound Sales Center operations. Before assuming his current position, Tom served as Plymouth Rock’s Vice President of Direct Sales where he led the enterprise‐wide Sales Center and oversaw relationships with the company’s alternate distribution partners.
Susan Hura
Director, Conversation Design ServicesInteractions
Director, Conversation Design Services
InteractionsSusan Hura is a conversational user experience designer and strategist with deep experience in
linguistics, user-centered design, and speech technologies. She has built multidisciplinary teams
in industry and academia and holds a Doctorate in Linguistics from the University of Texas at
Austin. Susan was Program Chair of the SpeechTEK Conference (2007-2016) and founding
president of the Association for Conversational Interaction Design. As the Director of
Conversation Design Services at Interactions, she leads a team who creates transformational
conversational experiences for customers.
Agenda
14 April 2021
90 minutes
-
Introduction to the roundtable
Susan Hura, Director, Conversation Design Services, Interactions
-
Leveraging new technologies and channels to revolutionize the customer journey
Tom Lyons, Chief Operating Officer, Direct Response Channel, Plymouth Rock Assurance
-
Roundtable discussion
- Reassessing the customer journey: where is there scope to innovate, automate and add value?
- Tapping into cost and operational efficiencies: where can automation be leveraged?
- In what ways can conversational AI supercharge customer engagement?
- To what extent does asynchronous messaging offer insurers new opportunities to engage with customers?
- Delivering a true omnichannel experience: how can insurers ensure smooth orchestration of interactions across channels and systems?
- How can automation be scaled successfully?
- Solving the legacy challenge: how can insurers avoid cumbersome projects and delays when integrating new tech?
- Not losing sight of customer needs: exploring the limitations of automation during the customer journey
- Blending AI-enabled with human-centred customer interactions: how can insurers seamlessly combine human with digital?
- A look to the future: how can human agents be deployed to add value when time is freed up due to enhanced automation?
-
Closing remarks
Request an invitation
This roundtable is designed for senior experts in customer experience, digital, innovation, operations, technology and strategy from across the US insurance market.
Click on the button to fill in a short form if you meet the above criteria and would like to participate in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.
Sponsored by
Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide.