Customer Experience: The New Battleground in Insurance

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Virtual Roundtable

Friday, November 6th, 10:30 GMT+8

An exclusive online discussion for senior CX executives in the Philippines and Thailand.


Customer Experience: The New Battleground in Insurance

The insurance landscape is evolving fast. More and more organisations are focusing on providing a differentiated customer experience to drive acquisition, retention and x-sell. The insurance customer journey is also changing, as consumers spend more time on digital channels and less on interacting with financial consultants or brokers. In this new reality, digital transformation is “table-stakes”, meaning institutions need to identify and deliver new propositions going above and beyond to stand out.

As organisations adapt to this new normal, insurance firms that can listen, understand, and act on the expectations of their customers and employees to keep ahead of the curve will have a distinct advantage. To do this effectively, companies need to rethink and reinvent their customer experience program to ensure the “new normal” becomes the “new better”. 

  • Why is customer experience the new battleground for insurance companies?
  • How is the customer journey evolving and how can businesses reposition experiences, services, and offerings to do to keep ahead of the curve?
  • What are the main CX challenges insurance leaders are currently facing? How are they overcoming them?
  • How is COVID shaping what the industry is going to be like next year and beyond?
  • How can businesses drive ROI from their CX programs?

Attended by:

CEO at Luma Health Insurance
CFO at Liberty Mutual Insurance
CMO at
CMO at Manulife
CMO and Sr. VP at Paramount Life and General Insurance
COO and VP at Lockton 
President at Krungthai Panich Insurance
SVP of Partnership Distribution at Prudential Life Assurance
Head of Business Excellence at Insular Life
Head of Operations at COCOLIFE
Head of CX & Insights at AXA
Head and VP of Digital Solutions & UX at Generali
Head of Market Management at Allianz PNB Life Insurance
Director of Digital Brand Management at Allianz PNB Life Insurance
VP of Customer & Digital Innovation at Prudential Life Assurance
VP of Marketing Planning at COCOLIFE

10:20 am:  Guests to check-in online
10:30 am:  Welcome by The Ortus Club
10:35 am:  Introduction of participants
10:45 am:  Short address + Presentation from Qualtrics
11:05 am:  Discussion instigated by the moderator and continued by the group
12:00 pm:  End of session

Hosted by Qualtrics


Event Detail

Friday, November 6, 2020 10:30
Philippines, Singapore

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