Technology - Virtual Roundtable

Customer service and delivering hyper personalised experiences in a post-covid world

24th November 2021 | 9:00am - 10:30am ACT |
23rd November 2021| 2:30pm - 4:00pm PST |
How can we increase efficiency and turnaround time for customer service related requests?

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.

Discussion Topics

What challenges have you faced, particularly over the last 18 months, with delivering the best, personalised customer experiences?
How are you looking to improve employee productivity and accelerate turnaround time through automation and AI?
In relation to communications, what are you doing to future-proof compliance requirements?
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Previous Attendees

Fernando Machado
CMO,
Activision Blizzard
Jennifer Christie
CHRO,
Twitter
Naveed Tariq
Vice President, Corporate Strategy & Group Innovation Operations,
E.ON
John Pillar
CTO,
NatWest
Line De Decker
Chief Transformation Officer,
GSK

About Smart Communications

Smart Communications is a leading technology company focused on helping Healthcare Payers engage in more meaningful member conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire member experience, empowering Health insurance carriers to succeed in today’s… Find out more
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A Meet the Boss Digital Roundtable is an independently moderated, thought-leading conversation about hot business-related topics. Conducted using bespoke video conferencing technology, each Roundtable gives execs the opportunity to connect with a select group of like-minded leaders without the need… Find out more
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