On-Demand Web Seminar

From insurance customer communications to customer engagement: Differentiation in the digital age

Past event date: December 2, 2021 Available on-demand 60 Minutes
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A great customer experience is made up user-friendly and customer-friendly technology with a continuous focus on mapping, assessing, optimizing, and measuring that experience. This is what allows great brands like Amazon and Zappos to stay ahead of the competition. The challenge is that those experiences set the expectation for all others going forward. Customers who are shopping insurance provider coverage expect that same quality of experience. They might not want to talk to their insurer as much as they do their Alexa app, but they do want choice and to know they are more than just another person in line.

Today, customer-centricity must be a part of your organization’s ethos. The question is how? How do you get a deep understanding of your customer’s journey with your organization? How do you identify and empower the right customer experience initiatives throughout the organization, align your CX strategy to your business strategy, and connect channels across your business to drive a consistent omnichannel experience that allows your organization to respond quickly to regulatory changes, and produce more personalized and cost-efficient customer communications? These are the areas we will be addressing.

Mark Breading, SMA (a Research Pro company) and Andrea Tucker, Quadient CXM discuss the:

  • Experience challenges Insurers face today (consumer and commercial)
  • 3 ways to rapidly overcome those challenges
  • Top CX priorities to focus on in 2022
Speakers
  • Mark Breading
    Mark Breading
    Partner
    SMA
    (Speaker)
  • Andrea Tucker
    Andrea Tucker
    Vice President of CXM Product Marketing
    Quadient CXM
    (Speaker)
  • Jim Ericson
    Market Research Analyst and Former Editorial Director with SourceMedia, Founder of Information Management Magazine
    (Moderator)