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Human-centered customer experience: Reinventing insurance
February 12 | 2 p.m. ET | 19:00 GMT
Host: Bernard Tubiana, principal, Deloitte Consulting LLP
1 Overview CPE credit | Specialized Knowledge
With customers increasingly expecting digital interaction opportunities, insurers are placing emphasis on their digital strategies throughout the customer lifecycle and across all channels. How are leading insurance companies reinventing themselves with the human experience at the center? We'll discuss:
- Developing a digital business strategy and building a digital organization around it, both centered on human experience.
- Targeting new customers by providing intuitive, transparent, and seamless digital experiences.
- Using segmentation tools, predictive analytics, and machine learning to help insurance companies anticipate customer needs and drive decision making.
Participants will learn how a digital business strategy and organization can lead to the types of experiences customers want.
The number of households holding life insurance is at a 50-year low. Digital disruption has changed demand and how consumers interact with agents. To adapt, carriers must use more predictive analytics, increase digital offerings, and activate agents to give advice in a digitally enabled ecosystem.