The customer imperative: fueling growth through acquisition, retention and engagement
Now available on-demand
Playlist
5 Videos
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19:59
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Today’s customers want more than just coverage – they expect clarity, personalisation, and convenience across every interaction. 67% of customers are likely to switch providers if communications don’t meet expectations, according to Smart Communications’ upcoming Benchmark Report. But with rising expectations and limited resources, where must insurers focus their efforts to deliver real value and engage, serve and retain their policyholders?
Discover how insurers can turn touchpoints into moments of loyalty – boosting retention, building trust and gaining a competitive advantage. We’ll break down what’s working, what’s not, and how you can align your CX strategy for meaningful impact.
Watch to gain insights on:
- What good looks like in customer communication and experience
- How insurers can engage customers across demographics and regions
- Why operational efficiency is key to improving customer experience and trust
- Where AI can enhance personalisation and engagement
- Identifying the pain points: where are insurers failing to keep pace with customer expectations?
- The role of personalisation, omnichannel engagement, and self-service play in meeting rising customer expectations
- Appealing to a new audience: what will Gen Z and Gen Alpha demand from insurers?
- Not reactive, but proactive: how can communication during critical moments strengthen customer trust?
- Operationalising generative AI: moving beyond the lab to deliver true value for customers
- How could advances in emotional AI and sentiment analysis transform the ways insurers engage their customers?
Who's speaking:
Dalia Gogineni
AVP – Transformation and Optimization Office
The Hartford
Rajasree Variyar
Head of Digital Distribution
Allianz
Steven Zuanella
Group Chief Digital Officer
Formerly Generali
Kamilah Benjamin
Senior Product Experience Lead
State Farm
Eileen Potter
Vice President, Insurance
Smart Communications
About Smart Communications
Smart Communications provides the platform that leading insurance organizations trust to deliver personalized, consistent and compliant conversations across all touchpoints and channels. The Conversation Cloud™ consists of SmartCOMM™ for enterprise-scale customer communications and SmartIQ™ for digital forms transformation. Over 250 insurers across the globe rely on Smart Communications to simplify and automate complex processes and deliver highly secure, frictionless experiences across the customer lifecycle.
We help Property & Casualty and Life & Annuity insurers extend and complement their core system investments, driving increased new business, improved policyholder satisfaction, and better claims outcomes.
To learn more, visit smartcommunications.com.
