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Tintec:Preparing the Insurance Industry for Automation

Key speakers from Capita, AIG and The Insurance Network explore best practice in developing an automation strategy, and ways to successfully overcome data and legacy challenges.

Areas covered include:

Developing a strategic roadmap for automation

What are the approaches for successful data preparedness?

Successfully integrating (or replacing) legacy systems to facilitate automation

Creating a culture where automation is embraced rather than treated with suspicion
Recorded Jul 8 2020 46 mins
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Presented by
Yuanyuan Liu, D.Phil. (Oxon), Director, Statistical Machine Learning, AIG, Grainne Watson, Capita Automation Practice Dir.
Presentation preview: Tintec:Preparing the Insurance Industry for Automation

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  • The Journey To Reposition Live Assistance Recorded: Jul 20 2021 54 mins
    Oli Freestone, Capita | Ian Curling, Capita | Alan Linter, Capita | Martin Hill-Wilson, Brainfood Consulting
    Race to Innovation in Customer Experience and the Workplace of the Future Episode 2

    Lockdown has caused significant changes in customer behaviour. While voice remained important, especially for vulnerable customers, other ways of engaging customer service grew rapidly. So too did self-service. As a result we are now seeing a significant shift in how the human touch is being used in contact centres.

    How will this affect the skills and profile of person we will need to employ? Will our metrics need to change? When should we be using live assistance? Or will automation and virtual assistance completely take over in time?

    Oli Freestone, at the Capita Institute, is joined by industry experts including Martin Hill-Wilson, Emotive CX mentor - Customer Service & AI Engagement Strategist and Owner at Brainfood Consulting and Capita Speakers, Alan Linter, Director of Innovation at Capita and Ian Curling, Operations and Process Improvement Director at Capita Plc.

    Join us at this session as we explore:

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    Ian Curling, Process Improvement Consultant, Capita Life & Pensions
    Alan Linter, Innovation Director, Capita
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    Oli Freestone, Capita | Paolo Cuomo, Brit Insurance | Ian Curling, Capita | Alan Linter, Capita
    Race to Innovation in Customer Experience and the Workplace of the Future Episode 1

    Thriving in insurance, life and pensions today is about more than just offering good value premiums. With more competition in this space than ever, players need to offer superior customer experience in order to stand out.

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    Speakers:
    Oli Freestone, Head of Capita Institute, Capita
    Paolo Cuomo, Director of Operations, Brit Insurance
    Ian Curling, Process Improvement Consultant, Capita Life & Pensions
    Alan Linter, Innovation Director, Capita
  • Streamlining CX: Rethinking Front-Office Customer Interactions Recorded: May 18 2021 53 mins
    Oli Freestone, Capita | Paolo Cuomo, Brit Insurance | Ian Curling, Capita | Alan Linter, Capita
    Race to Innovation in Customer Experience and the Workplace of the Future Episode 1

    Thriving in insurance, life and pensions today is about more than just offering good value premiums. With more competition in this space than ever, players need to offer superior customer experience in order to stand out.

    To stay ahead of the curve, businesses need to be able to identify their customers’ pain points and construct a development plan centred on solving those issues. By streamlining the customer journey and creating ‘once and done’ front-office customer interactions, decision-makers alleviate middle and back-office operations, opening the door to more customer-focussed development.

    In the first webinar in its series “Race to Innovation in Customer Experience and the Workplace of the Future“, Capita invites insurance and life CX leaders to share their insights on how to improve digital services, boost customer NPS scores and reduce costs by harnessing the latest innovations in customer experience.

    Join this webinar to discover:

    - A blueprint for success: tried-and-tested strategies to streamline your customer experience
    - Identify your customers’ pain points and build an action-plan centred around them
    - Harness your customer data and offer personalised CX to stay ahead of the competition

    Speakers:
    Oli Freestone, Head of Capita Institute, Capita
    Paolo Cuomo, Director of Operations, Brit Insurance
    Ian Curling, Process Improvement Consultant, Capita Life & Pensions
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  • Tintec:Preparing the Insurance Industry for Automation Recorded: Jul 8 2020 46 mins
    Yuanyuan Liu, D.Phil. (Oxon), Director, Statistical Machine Learning, AIG, Grainne Watson, Capita Automation Practice Dir.
    Key speakers from Capita, AIG and The Insurance Network explore best practice in developing an automation strategy, and ways to successfully overcome data and legacy challenges.

    Areas covered include:

    Developing a strategic roadmap for automation

    What are the approaches for successful data preparedness?

    Successfully integrating (or replacing) legacy systems to facilitate automation

    Creating a culture where automation is embraced rather than treated with suspicion
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    Charlie Powditch, Security Education and Awareness Lead at Willis Towers Watson,Mudassar, Ularq CIO Waverton Investment Mgt.
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Helping insurers, employees & customers survive & respond to Covid 19
Capita channel designated to helping insurers, employees & customers survive and respond to Covid 19.

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  • Title: Tintec:Preparing the Insurance Industry for Automation
  • Live at: Jul 8 2020 1:20 pm
  • Presented by: Yuanyuan Liu, D.Phil. (Oxon), Director, Statistical Machine Learning, AIG, Grainne Watson, Capita Automation Practice Dir.
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