Name: Scaling your security for remote working during and after Covid-19
Start: 2020-07-07T14:20:00Z
End: 2020-07-07T14:20:58.000Z
Location: BrightTALK
Rating: 0

Capita channel designated to helping insurers, employees & customers survive and respond to Covid 19.

The UK’s open banking usage is growing rapidly – how can we seize the opportunity to drive real change to the customer experience?

Our relationship with money has transformed during the Covid-19 pandemic. We are seeking greater clarity and more control over our finances and open banking is playing a major part in driving this transformation, both for consumers and financial services. It is allowing consumers to stay more connected and gives them more control, granting them the freedom to bank the way they want to with a user-friendly process that is reassuringly secure.

Join us at this session as we explore:
- What open banking is and why is it critical to the banking eco-system, competitive market, and innovation
- The open banking opportunity and what it really means to the customer
- How to amplify the advantages to the customer to gain trust and creditability 
- How to seamlessly integrate open banking to enable a better client experience and journey 
- How banks can play an important part in driving consumer confidence

Peter O’Connor, Managing Director of Capita Mortgage Software Solutions is joined by Richard Sunman, Director of CI (Banking and P&A) at Experian.

It's time to flex the power of open banking for consumers

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:

-  Why human interaction has become so important in the customer experience space over the last year and a half
-  The rapid growth in digital first agendas. Where does live assistance and the human touch fit into that vision?
-  How self-service and automation allows live assistance to concentrate on the complex and emotive
-  The implications of making empathy core to how customer engagement is designed and delivered
-  How remote working challenged traditional contact centre management style
-  Contact centres in the hybrid working world

Speakers:
Oli Freestone, Head of Capita Institute, Capita
Martin Hill-Wilson, Emotive CX mentor - Customer Service & AI Engagement Strategist and Owner, Brainfood Consulting
Ian Curling, Process Improvement Consultant, Capita Life & Pensions
Alan Linter, Innovation Director, Capita

The Journey To Reposition Live Assistance

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
Alan Linter, Innovation Director, Capita

Streamlining CX: Rethinking Front-Office Customer Interactions

Watch our recent webinar with experts from Capita, Artificial and AXIS Capital - discussing practical advice to help insurers work remotely:

 - Gain unique insight into data extraction and augmentation

 - See how you can price and quote risks faster and more accurately through automated data collection and enhancement
 - Understand the benefits of remote working, digital contract negotiation and electronic sign off 

 - Discover opportunities to remotely streamline back office processes and realise efficiency savings.

Underwriting During Uncertainty

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

Tintec:Preparing the Insurance Industry for Automation

Panellists include representatives from IBM Security, Willis Towers Watson, Capita’s RESILIA, and award-winning private investment manager Waverton Investment Management.

Designed for cyber security leaders, the discussion explores the challenges of remote working in the new Covid-19 environments financial services companies are now working in. It focuses on what the current and future threat landscape looks like, and the strategies and approaches being adopted by leading financial services companies in light of the changed ‘human risk’ landscape and new working environment.

Scaling your security for remote working during and after Covid-19

Cyber Crime

Remote Working

Information Risk

Cyber Defence

IT Security

Insuance

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Scaling your security for remote working during and after Covid-19

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