Technology - Virtual Roundtable

Insuring loyalty: Building trust through customer experience

7th April 2021 | 12:00pm - 1:30pm ET
How do you ensure trust in creating long-term customer satisfaction?

In the past decade, insurers have made great strides in improving customer experience (CX). In fact, a recent report by IBM’s Institute of Business Value shows that 85% of insurers are deploying CX initiatives throughout the customer journey, and 90% now have a Chief CX or Chief Customer Officer (CCO). Insurers, however, have a long way to go. While customer inertia and lack of alternatives have largely kept major attrition at bay, 42% of customers don’t fully trust their insurer.

In this new digital-first world with innovative business models evolving, insurance has changed from a product that is sold to a product that is bought. Insurers will have to provide their customers much more than they have in the past. Considering the ongoing global pandemic, leading insurers need to rethink traditional CX approaches to drive recovery in a “different normal.”

Join IBM, Salesforce, and a select group of insurance industry experts to discuss the key steps to take to re-imagine business processes to create a best-in-class service model that creates personalized customer and employee experiences – while lowering costs.

Discussion Topics

The role of trust in creating long-term customer satisfaction/retention.
The importance of designing intelligent workflows to align front-end experiences with back-end systems.
Best practices for empowering remote employees to humanize virtual experiences.
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Previous Attendees

Fernando Machado
CMO,
Burger King
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

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