Rethinking Operational Change to Improve Customer Experience

Exploring how a data-driven approach to evaluating your current systems and processes can enable your organization to clearly define and prioritize digitization projects

This webinar will take place on:
18 May, 2021
11:00 AM - 12:00 PM EST

Increased competition and a hardening market are driving insurers to look for ways to improve processes in all areas of their organizations – and to make these improvements quickly.

Customer expectations have already changed – and if you’re not adapting to a frictionless user experience, you’re only a click away from customers moving to your competition. Customers experience superior service from other industries and expect this from insurance too.

Aside from the obvious need to deliver operational change that results in tangible ROI, insurers should focus on ensuring that digitization projects also deliver ROX – Return on Experience – with the understanding that a superior customer experience will position them for long-term success.

But while there is clear evidence that digitizing processes increases efficiency and improves customer satisfaction, responding to business pressures without a clear plan of action can result in projects that don’t deliver the value – in ROI or ROX – that was expected.

Ultimately, success means an organizational shift in culture, and strong leadership and support are key to this shift: Technology is the easy part, change management is harder.

Attend this upcoming webinar to;

  • Understand how a data-driven approach to evaluating your current systems and processes can enable your organization to clearly define and prioritize digitization projects
  • Learn why rethinking customer digital journeys – and the capabilities needed to deliver them – is key when deploying digital technologies
  • Understand why placing the focus on how a project will benefit both your workers and customers – not just on the technology itself – is key to successfully delivering both ROI and ROX


Mark Miller
VP Enterprise Solutions

Mark brings 25+ years of professional sales and sales management experience. Mark and his team act as guides on our clients’ journeys towards automation and value-driven solutions that transform organizations. Since 2010, Mark has assisted our clients in recognizing tens of millions of dollars in value. This has had a significant impact on Naviant’s sales growth. In addition to spending time with his family, Mark has a passion for supporting the Second Harvest Foodbank of Southern Wisconsin, golfing and supporting his alma mater, the Wisconsin Badgers.

Eileen Potter
Solution Marketing Leader, Insurance

Eileen Potter is the Solution Marketing Leader for Insurance at ABBYY, responsible for defining and implementing a market strategy that will enable ABBYY to deliver insurance solutions globally. She has more than 25 years of insurance and insurance technology experience with extensive knowledge of commercial, personal, and specialty lines, including insurance operations on both the agency and company levels. She has worked in independent agency and MGA operations in a variety of roles including commercial marketing and underwriting. Her software background includes systems marketing, sales support, and implementation roles with organizations including Appian, One, Inc., Duck Creek Technologies, and Fiserv, among others.