Group Chief Operating Officer, Markerstudy
Head of Customer, UK Claims, Zurich Insurance Group
Chair, Society of Claims Professionals
Chief Customer Officer, Smart Communications
Senior Director, Customer Transformation, Salesforce
Insurance has suffered a greater decline in trust than any other financial sector during the pandemic. Long contact centre queues, frustrating digital and chatbot experiences and adverse publicity about disappointed claimants have all undermined customer confidence. As we emerge into the next normal, there is now a burning need for insurers to build a better customer-insurer relationship.
Fortunately, digital developments present a solution: enabled by AI-driven analytics and burgeoning data from connected devices, the industry has the opportunity to extend its proposition from simple risk mitigation to that of trusted advisor, providing its customers with hyper-personalised risk prevention advice.
- To what extent could a ‘predict and prevent’ insurance model revolutionise customers’ trust in insurers?
- What are the critical factors in making this happen? What skills and technologies required?
- The engagement challenge: what will make customers take notice of risk advice communications, and then ensure they take action accordingly?
- Kickstarting a virtuous circle: how can insurers encourage customers to provide ever deeper access to data in exchange for increasingly personalised and insightful advice?
- Leveraging and utilising the data: how do you achieve optimal real time analytics?
- A convenient and frictionless experience: how essential is providing fast, accurate and, most-importantly, personalised information in real time to inspire confidence in the insurance process?
- Which channels are likely to work best? How can you orchestrate a clear and consistent message across all of them?
- A new role for claims department: how can practical risk prevention interventions best be organised and trust-inspiring customer experience be ensured?
- Will insurers ultimately succeed in becoming trusted life partners and, if so, how long is it likely to take?
About Smart Communications
Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.
To learn more, visit smartcommunications.com.
Salesforce is the #1 CRM, bringing companies and customers together in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, voice, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer 360 is an integrated CRM platform, powered by AI, that unites marketing, sales, commerce, IT and analytics departments.Salesforce is one of the leaders on Fortune’s Change the World list, and has been one of Fortune’s 100 Best Companies to Work For, for twelve years in a row.
For information, please visit www.salesforce.com.
MORE FROM INSURANCE INNOVATORS TV
Insurance in the age of ESG: staying ahead in a fast-moving landscape
Web3 and the metaverse: how should insurers respond?
Chaired by a professional broadcast journalist and filmed live from a studio in The Shard, the discussion provides insights from senior industry leaders on what ESG means for the insurance industry and how they can stay ahead.
How should insurers prepare for the emergence of Web3? Hear from our panel of industry experts as they discuss the interaction between Web3, the metaverse and the insurance industry.