Digital Strategy for Customer Journey in the post-COVID-19 World for Insurers

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COVID-19 has accelerated digital transformation in the insurance industry as customers today expect seamless access to products and services 24/7. Customers look for a simple, transparent and smooth process whether it is selecting a new insurance policy, submitting a claim or going through the underwriting process.

Putting customers at the center of your strategy and reimagining the face-to-face experience has never been as crucial as it is today. While many insurance companies have made some rapid changes to their infrastructure and customer services this is not enough to remain a market leader. Companies that can thoughtfully digitalize the whole customer journey and deliver exceptional customer service at every client touchpoint will be positioned for higher customer satisfaction and ROI.

Learning Objectives:

  • Examining the insurance policy life-cycle and identifying areas to digitalize customer experience
  • Reviewing the role of APIs to enhance customer experience
  • Utilizing data analytics to empower customization
  • Omnichannel customer experience: Is your digital strategy aligned across the mediums?
  • Taking your architecture and infrastructure to the next level to support the full digital customer journey
  • Evaluating options for digital technology: In-house build versus third party providers and Fintechs
  • Addressing security concerns while transforming the customer digital journey


  • Shilpa Strong Chief Innovation Officer Tokio Marine HCC
  • Bruce Buttles Director, Digital Channels Humana
  • Andrew Dart Director of Insurance Solutions VERMEG



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