Digital Strategy for Customer Journey in the post COVID-19 World for Insurers.
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
Speakers
Lisa Wardlaw
Chief Strategic Financial Officer
Farmers Insurance
As an executive global leader , I am focused on creating new, sustainable revenue streams that fuel competitive positioning. How? By helping reinvent business strategy by leveraging technology and abstract thinking.
My passions are building radically different, unprecedented business strategies that result in new business models with the tools of the future — whether it’s ecosystem formations, artificial intelligence (AI), blockchain, machine learning, or a tech that’s still emerging.
My liberal arts foundation leads to a quest of lifelong learning and monumental improvement by bringing a questioning mind, non-traditional thinking and a relentless drive to challenge the status quo.
Bruce Buttles
Director, Digital Channels
Humana
“Changing Lives through Innovation” … this is Bruce’s personal manifesto. Bruce is a driven digital leader bringing an entrepreneurial spirit to organizations while firmly establishing the customer at the center and heart of everything. With thirty years combined experience in e-Business, digital marketing, architecture, design, development and technology leadership he loves transforming teams, platforms and customer’s lives.
Currently at Fortune 50 healthcare company, Humana, he leads Digital Channels enabling customers to live their healthiest life. He’s accountable for Humana.com, Go365 and a suite of cross-product, device and audience experiences & platforms and continues to champion “low-code freedom”.
Andrew Dart
Director Insurance Solutions
VERMEG
PANEL MODERATOR
Andrew is the Director for Digital Insurance solutions for Vermeg in APAC. He is also a Partner at The Digital Insurer (TDI) and is a faculty member of the TDI Academy. He is ranked as a Global top 50 insurtech influencer (2016–2020) by InsurTech News and has written dozens of articles on insurance and technology over the last decade.
