That’s the question I’ll be asking C-suite executives at the Insurance Customer Engagement Europe event. For those who have responsibility for transformative shifts within their organisations, this is a fantastic event at which to debate and discuss the opportunities and challenges to achieving a truly single customer view.
I’ll be setting the scene by asking: how can insurers achieve ‘One Vision, One Voice’? Our insurance clients tell us that they urgently need to either replace or integrate their multiple legacy, siloed systems and databases, with one company wide solution. This needs to be a solution that effectively manages and fosters profitable relationships across agencies, customers, brokers and other partners.
Most insurers understand that this type of solution is the only way to effectively achieve and manage profitable, lifetime relationships with agencies, customers, brokers and other partners. And they also know that — for such a radical transformation to work — people, processes and systems need to change in harmony.
In addition, the insurance industry is having to adapt to serve a more demanding customer than ever before. That’s part of the reason our insurance and technology experts work with our clients to re-imagine the processes, systems and cultural shifts necessary to increase profitable engagement. But where to start?
To help us all answer this question I’ll be suggesting a radical and thought provoking strategy…