Google Tanslate

Select Language

Sign up and be the first to know

About Hugh Terry & The Digital Insurer

Hugh Terry & The Digital Insurer Video

Contact Us

1 Scotts Road
#24-10 Shaw Centre
Singapore 228208

Write an article

Get in touch with the editor Martin Kornacki

email your ideas at [email protected]

Pre Registration Popup

itcasia2020 Registration Popup

Share Popup

Prime Member: Find out more

Access a unique programme!
  • 56 pre recorded lesson of online content from industry experts over 7 courses
  • The best in digital insurance for practitioners and by practtioners
  • Online MCQ after each lesson
  • Join the discussion forum and make new friends
  • Certificate upon completion to show your expertise and comitment
  • 3 months to complete
  • Normal price US$1,400 Your Prime member price is US$999
  • Access to future versions included in your Prime membership!
Become a member

Prime Member: Contact Us

REach out to us. Please fill up the form below
  • Let us know how we can help. You can expect a response within 24 hours

Arthur D. Little

Arthur D. Little has been at the forefront of innovation since 1886. We are an acknowledged thought leader in linking strategy, innovation and transformation in technology-intensive and converging industries. We enable our clients to build innovation capabilities and transform their organizations. ADL is present in the most important business centers around the world. We are proud to serve most of the Fortune 1000 companies, in addition to other leading firms and public sector organizations. For further information, please visit www.adlittle.com

FINNOVATING

Finnovating is a Matching as a service platform that enables X-Techs from all around the word to connect , collaborate and get the funding they need to grow from investors and corporations globally. The Finnovating platform is a space were the key players of the Tech industry can connect together easily and boost global Tech innovations.

SØNR

Sønr is the world’s most comprehensive source of innovation intelligence. It is a subscription platform used by some of the best known insurance companies globally.

It tracks millions of companies around the world and provides insight on the latest market trends, the startups and scaleups reshaping the industry, and intelligence on how other big insurers are innovating.

Sønr includes a suite of tools designed for teams to better collaborate and connect. From recording meetings to capturing and sharing Notes, to being able to track and share activity across the company using Watchlists and CRM boards.

The platform is backed up by a team of consultants, researchers and analysts who support clients in discovering and creating new business opportunities.

Close the omni-channel customer experience gap – IBM

Article Synopsis :

No matter how well you perform in a single channel, your customers will quickly lose patience if they can’t move smoothly across channels. Particularly for businesses with complex business processes and those seeking to differentiate based on customer service, closing the omni-channel customer experience gap is essential.

 The Digital Insurer reviews IBM’s Report on Close the omni-channel customer experience gap

Omni-channel means all channels working as one in service to the customer  

In “Close the omni-channel customer experience gap”, IBM discusses the business imperative for top-of-market omni-channel capabilities, specific outcomes of which include:

  • Faster problem resolution and shorter call handle times
  • Improved first-call resolution
  • Improved customer satisfaction and decreased customer churn
  • Higher customer value

The reality is few businesses have built channels to operate in a consistent fashion. For example, in a survey of more than 500 companies conducted by Econsultancy (and cited in this report), 44% of companies said the ownership of the omni-channel customer experience lies with a mixture of different departments. Even fewer companies are able to transfer context from one channel interaction to another. Without context, a contact center agents pick up the phone without knowing, for example:

  • What was the customer doing or trying to accomplish before they called?
  • What products, pricing, or offers were they seeing?
  • What factors might have prevented them from completing their transactions online? Were they confused? Did they run into a problem? Or were they just looking for advice?

One of the quickest wins, per the report, is porting visibility of the online customer experience to the contact centre. Online visibility:

  • Speeds problem resolution and reduces call handle times
  • Improves first-call resolution and customer satisfaction
  • Increases customer value by saving time and frustration

Useful case studies on a regional bank, loan originator, global hotel chain, Internet travel firm, and insurance company are provided.

Link to Full Article:: click here

Digital Insurer's Comments

For the typical insurer, four challenges come to mind in the quest for omni-channel excellence:

  • Ever-expanding channels combined with dynamic technology preclude a ‘one-solution-fits-all’ scenario
  • Siloed legacy systems and new digital infrastructure coexist more than cooperate making communication (the movement of information) difficult
  • The Internet of Things (IoT) revolution adds complexity to the existing problem
  • Balancing the needs of older and younger customers requires segmentation from a digital perspective, a wholly new endeavour for most insurers

Omni-channel is definitely a differentiator moving forward – positive or negative is a carrier-by-carrier decision.

Link to Source:: click here

Comments

Livefest 2019 Register Popup Event

Livefest 2019 Already Registered Popup Event

Livefest 2019 Join Live Logged-in Not Registered

Livefest 2019 Join Live Not Logged-in