Streamlining CX: Rethinking Front-Office Customer Interactions

Presented by

Oli Freestone, Capita | Paolo Cuomo, Brit Insurance | Ian Curling, Capita | Alan Linter, Capita

About this talk

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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