CX: Meeting Customers in the Moments That Matter

3:30 p.m. - 4:00 p.m.
In order to bring financial wellness to as many Americans as possible, we know we need to make the experience of purchasing insurance and retirement income solutions easier for customers, agents and advisors. Expectations how we work with our customers are being defined by Amazon, and other cutting-edge companies—and the world of near-instant gratification. This is creating an urgency to transform how we work and how we enable and support the right outcomes for customers.

At the heart of this is customer experience. CX is now among the top three new bases of competition—across all lines of businesses—revealing a sweeping cultural shift from policy to a customer-focused approach. Delivering on customer experience and meeting consumers in the moments that matter further inspires loyalty and even attracts new customers.

In this session, Michelle will explore the changing industry and changing consumer demands that are combining to make innovation key to accessibility.