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 projectsRegister
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