Customer service and delivering hyper personalised experiences in a post-covid world30th November 2021 | 9:00am AEDT |
29 November 2021| 2:00pm - 3:30pm PST | | Find out more
A Meet the Boss roundtable brought to you by Smart Communications
The past 18 months have seen the financial services industry face several challenges, including legislative changes and recommendations from the Royal Commission. On top of that, the COVID-19 pandemic brought additional challenges like surge in health and business interruption claims, increases in call-centre volumes and reduction in new business.
Meanwhile, clients increasingly expect every interaction to be mobile, digital, user friendly and frictionless. These challenges are forcing banks, superannuation, and insurance providers to shift customer-facing processes to digital years ahead of schedule. In fact, according to Forrester, COVID accelerated digital adoption among super members in 2020, with over 60% of Australian adults checking their account balances and transaction history online. In contrast, only one in two members said their provider performed well in delivering digital experiences.
So how can we quickly deliver personalised communications via multiple channels? How can we leverage cloud-based digital platforms to make it easier and faster for clients to apply for a loan or insurance policy, get a quote, file a claim or otherwise manage their finances? And how can we transform static forms processes into digital interactions?
Join Smart Communications and a select group of industry peers to discuss your challenges, the latest cloud based solutions and best practices in this Meet The Boss roundtable.