Transforming the customer & agent experience

Tuesday, November 3, 2020 2:00 p.m. EST 60 Minutes
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Creating a digital customer experience should be an end-to-end experience that not only empowers the end user, but also helps to create demonstrable efficiencies for agents and brokers alike. We know this is now an imperative, but what’s entailed?

Now that insurers have pivoted to digital through the use of e-signatures, leading carriers are looking at the critical processes involved before and after sign off… and by automating both the intake of data and the output of communications, they are digitally transforming their customer service and claims business processes.

Find out how companies like MassMutual are rethinking traditional forms, workflows and customer communications across acquisition, onboarding and service. Their results are worth noting: Faster turnaround times, greater efficiency, lower NIGO scores and reduced call center volume. And, in the bigger picture, happier agents and policyholders.

Digital transformation Customer experience E-signature Customer service Claims
Speakers
  • Pat Speer
    Pat Speer
    Principal
    Speer Content Strategy & Development LLC
  • David Birittieri
    David Birittieri
    Head of Policyholder Services: Life Post Issue
    MassMutual
  • Neal Keene3
    Neal Keene
    Field CTO
    Smart Communications