Improving the Insurance Experience through Journey Mapping
May 6, 2021
12 pm - 1 pm Central Time, 1 pm - 2 pm Eastern, 10 am - 11 am Pacific
Insurers today universally want to improve the experiences of their agents, policyholders, claimants, and prospects. But the tools and solutions by which to improve customer experience are very diverse: they include experience engineering platforms, survey tools, analytics, real-time customer engagement, third-party data, and digital insurance funnels. Insurers just getting started in improving customer experience can be bewildered by the array of solutions in the market. One way to organize the deployment of these tools is through customer journey mapping. This webinar describes the process, tools, considerations, and pitfalls of journey mapping, using some specific examples. Journey mapping can be a powerful first step for identifying pain points and improving CX, provided that insurers maintain customer-centricity and have a clear, prioritized roadmap of capabilities to act on at the end of the process.
Paul Legutko, Vice President, Digital Marketing and Analytics at Novarica
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