Customer expectations of their insurer are continually rising – it has never been more crucial to deliver high-quality, personalized, and seamless experiences across every channel. Achieving this, however, requires that insurers integrate operations across their business, take advantage of the power of AI, and reach out proactively to their customers – doing so will deliver not only better experiences but lower costs, deepen the customer relationship, assist in meeting the new consumer duty, and create new opportunities for cross- and upselling.
This roundtable will bring together leaders in customer, product, AI, operations, data and analytics for an interactive session to discuss how to transform CX, take advantage of new technology, and achieve true differentiation from competitors.
Welcome and participant introductions
Discussion
- Delivering a seamless customer journey: what are the key requirements for a fully omnichannel, unified experience across all touchpoints?
- Building a virtuous loop: how can insurers boost engagement and solicit feedback to continuously improve the customer offering?
- Creating proactive engagement: where are there opportunities for insurers to move beyond being responsive to reach out to customers outside traditional contact moments?
- Leveraging the opportunities for cross-selling and upselling: how can insurers uncover opportunities to anticipate customer needs?
- The rise of predict and prevent: what are the implications for personalisation and value-added service?
- Ensuring successful change management: what are the priorities when integrating operations to deliver transformed customer experiences?
- Navigating the consumer duty landscape: how can more personalised offerings help vulnerable customers?
Closing remarks
(60 minutes)
Request an invitation
This roundtable is designed for senior figures working across insurance.
Fill in this form if you meet the above criteria and would like to participate in the discussion on 4 November. All invitation requests will be vetted and approved (or declined) by the organiser.
About Medallia
Medallia is the pioneer and market leader in customer, employee, citizen, and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that makes all other applications customer and employee aware. The platform captures billions of experience signals across interactions including all voice, video, digital, IoT, social media, and corporate-messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and outcomes. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions, providing clear and potent returns on investment.
For more information, please visit https://www.medallia.com/.
