Webinar: Don’t forget the data – why digital transformation alone won’t help you improve your CX

“Digital transformation” has certainly been an on-trend phrase for many years now, with insurers investing fortunes in improving their customer experience across the policy lifecycle from the sale to claim/renewal.

However, there are concerns that done in isolation, insurance companies might not get to reap the full benefits of their digital transformation projects without also carrying out a data transformation too.

In this on-demand webinar brought to you by Insurance Post in association with Duck Creek, an expert panel discussed the need to align digital transformation with data transformation, even if the later might be harder to quantify/qualify in terms of results.

 

Some of the questions explores are:

• What data do these new digital experiences need to generate in order to delight customers and optimise their experience?
• How are insurance businesses looking to refine these user journeys based on the new data gathered? 
• What silos need to be bridged to make sure that data and digital transformations are done hand-in-hand; and what should be prioritised to make sure that any digital investment is not wasted?
• What are the benefits of a holistic approach that delivers predictive outcomes?
• What does success look like in terms of data transformation and the key drivers behind such projects. I:e Whether it is constructive (adding, copying, and replicating data), destructive (deleting fields) or aesthetic (standardising fields).
• How do you qualify/quantify the success of both data and digital transformations?

 

The expert panel featured:

Steve Dukes, COO, Confused.com

Ben Fletcher, chief customer officer, Motor Insurers’ Bureau

Vicky Mills, senior manager, Duck Creek Technologies

 

To watch click here

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