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Streamlining CX: Rethinking Front-Office Customer Interactions

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
Recorded May 18 2021 53 mins
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Presented by
Oli Freestone, Capita | Paolo Cuomo, Brit Insurance | Ian Curling, Capita | Alan Linter, Capita
Presentation preview: Streamlining CX: Rethinking Front-Office Customer Interactions

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  • Eliminating Friction Points to Optimise the Customer Experience Jul 13 2021 8:00 am UTC 60 mins
    Oli Freestone, Capita | Ian Curling, Capita | Alan Linter, Capita
    Race to Innovation in Customer Experience and the Workplace of the Future Episode 3

    Designing a roadmap for delivering outstanding customer experience is essential for any player looking to thrive in the insurance, life and pensions space. With so much competition on the market, customers’ expectations are increasingly sophisticated - meaning you need to deliver first-class CX to beat the competition.

    Businesses need to develop automated, streamline processes to alleviate the time and cost currently spent on monotonous operational and front-office tasks. By developing an innovation action plan to supercharge your CX, you can eliminate customer friction points and harness the latest technologies to develop stronger communications with customers.

    In the third and final episode of its series “Race to Innovation in Customer Experience and the Workplace of the Future,” Capita welcomes CX experts to share their insights on how to eliminate customer pain points to optimise the customer experience.

    Join this webinar to:

    - Design a customer-centric innovation strategy that leverages the latest technologies to drive operational efficiency and modernise the customer service environment
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    - Get tried-and-tested innovation approaches to improve your internal ways of working, deliver outstanding customer experiences and ultimately drive revenue

    Speakers:
    Oli Freestone, Head of Capita Institute, Capita
    Ian Curling, Process Improvement Consultant, Capita Life & Pensions
    Alan Linter, Innovation Director, Capita
  • Future-Proofing the Customer Service Workplace Jun 29 2021 8:00 am UTC 60 mins
    Oli Freestone, Capita | Ian Curling, Capita | Alan Linter, Capita | Shri Nandan, Money Mart Financial Services
    Race to Innovation in Customer Experience and the Workplace of the Future Episode 2

    Thriving in the ‘new normal’ is all about offering clients and employees flexibility. For customer service workplaces, this involves shifting to a virtual workplace while ensuring colleagues and BAU operations are not disrupted. Behind the scenes, this means re-platforming company IT systems to facilitate remote working and adopting hybrid operating models that allow you to create a more agile agent-to-customer environment.

    From an IT perspective, there are a number of challenges to overcome when undertaking this sort of shift - particularly with regard to cyber security. Knowing what digital technologies can support home working while guaranteeing security of corporate information is critical to success.

    In the second episode of its series “Race to Innovation in Customer Experience and the Workplace of the Future,” Capita invites customer experience experts to share their insights on what it takes to successfully future-proof the customer service workplace.

    Join this webinar to:

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    Speakers:
    Oli Freestone, Head of Capita Institute, Capita
    Ian Curling, Process Improvement Consultant, Capita Life & Pensions
    Alan Linter, Innovation Director, Capita
    Shri Nandan, Senior Director, Head of CX at Money Mart Financial Services
  • 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
    Alan Linter, Innovation Director, Capita
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    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
  • Scaling your security for remote working during and after Covid-19 Recorded: Jul 7 2020 59 mins
    Charlie Powditch, Security Education and Awareness Lead at Willis Towers Watson,Mudassar, Ularq CIO Waverton Investment Mgt.
    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.
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: Streamlining CX: Rethinking Front-Office Customer Interactions
  • Live at: May 18 2021 8:00 am
  • Presented by: Oli Freestone, Capita | Paolo Cuomo, Brit Insurance | Ian Curling, Capita | Alan Linter, Capita
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