Customer Experience: The New Battleground in Insurance

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Virtual Roundtable

Thursday, November 12th, 10:30 GMT+8

An exclusive online discussion for senior CX executives in Malaysia and Indonesia.


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:

Founder and CEO at Asuransi Total Bersama
CEO and CMO at Adira Insurance
CMO at Sompo Insurance 
CDO at Tune Protect Group
CSO at Sompo Insurance 
Head of Brand and Customer at AXA Services 
Head of Marketing at Bhinneka Life 
Head of Marketing Communications at RHB Insurance
Head of eChannel at Asuransi Etiqa Internasional
Head of Customer Engagement at Generali Insurance
Head of Division Operation & Services at Bhinneka Life
Director of Customer Management at Asuransi Jiwa Sinarmas
Manager of Digital Business Growth Analytics at Sequis Life
Customer Experience & Service Performance at Allianz

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

Thursday, November 12, 2020 10:30
Indonesia, Malaysia

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