Breaking down barriers and smashing silos to become truly customer centric


Especially given a number of digital native businesses appear to have rewritten the rule book in terms of delivering a truly customer centric service across the value chain: from the marketing to the sale; then subsequent communication and fulfillment.

With this in mind Insurance Post in association with Hyland Technology would like to invite you to watch a live interactive webinar in which a specially selected expert panel will discuss how insurance companies can turn this hypothesis into a reality - and become truly customer centric themselves.

Among the questions discussed:

  • Do insurance customers really expect the same experience when buying insurance and/or making a claim as they do when purchasing and/or using other non-FS products/services?
  • What does good look like in terms of great customer service; and how as an industry does insurance go about delivering this idealized outcome?
  • What traditional barriers will have to be/have been broken down in order to achieve great customer service in insurance?
  • Does product centricity prevent insurance companies being customer centric?
  • What are the respective roles of technology and staff in creating a customer centric culture in insurance?
  • Based on the fact many insurance companies have legacy systems and processes that might prevent a big bang solution to fix this, where can businesses score easy/incremental wins that will help facilitate a transition to a more ideal position?
  • How do you break down long standing silos to get a more holistic view of the insurance customer?
  • How can you align your business internally so that policyholder communications both fully utilize all the available data and are secondly, relevant?

Joining us or the discussion:

Kyle Blair, director, global insurance, Hyland

Peter Blanc, group CEO, Aston Lark

Amy Brettell, head of customer, Zurich

Victoria Rowlay, national director – transformation, Arch Insurance (UK regional division)

To watch, click here

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