The CX revolution: delighting customers and delivering profit
Putting customers at the heart of business strategy to boost retention, gain competitive advantage and deliver growth
Informed by progress and innovation in other sectors, customer demands for a quick, seamless and hassle-free experience are greater than ever. But what does excellent CX look like in practice? And what does customer-centricity really mean?
In this webinar five leading insurance experts will draw on case-study examples to discuss how brilliant CX not only has the potential to delight customers, but also deliver competitive advantage and increased profit margins.
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Ian is the Group Chief ClaimsOfficer at Zurich Insurance Company Ltd. He has over 20 years of experience in General Insurance as well as RiskControl, Claims Leadership and Risk Management. Over the past years, Ian hasbeen focusing on claims development with a passion to drive customer serviceperformance. Ian will join our panel discussion, sharing his insight on acombined workforce.
As Director of Technology with Liberty IT, working on many Liberty Mutual key systems, David has exposure to a wide range of technologies and techniques covering Architecture, Cloud, UX, Dev, Test, DevOps, AI/ML, Voice, Analytics, Cyber-Security & Emerging Technologies. A life-long programmer, David brings deep technical knowledge along with strong collaboration and teamwork skills to deliver business value. Since 1997, Liberty IT has created complex world class IT solutions exclusively for Fortune 100 U.S. parent company, Liberty Mutual Insurance, developing a wide range of enterprise scale, Customer Focused solutions which leverage cloud technologies, agile engineering and disciplined practice to enable highly dynamic business needs. Software Development is a critical component of digital transformation.
Jørgen is SVP of Strategic business development at Gjensidige. He is responsible for Gjensidige's product and service strategies, the group's development agenda and for exploring business opportunities across product lines and geography. He has previously held roles in insurance and asset management. Currently, he holds several board positions, among others chairman of the board for the DIG (Digital Innovation for Sustainable Growth) institute at The Norwegian School of Economics.
Richard Beaven is COO of the Brightside Group. He joined the company in April 2019.
Richard is a highly experienced executive with a successful track record in a number of blue chip companies. He was most recently the Distribution Director of Swinton Group and prior to that he has had an extensive career in Financial Services including senior roles at Lloyds Banking Group, Reuters, Bank of New York and Barclays.
Richard is a leading advocate for Diversity and Inclusion and was a trustee of Stonewall (the UK’s largest LGBT charity) and speaks regularly on the topic. He was a founder member of LINK (LGBT insurance network) and the Insurance Supper Club.
Away from work Richard is a keen traveler, foodie and is passionate about cars and music.
Scott is a Senior Partner in PA and leads our work across the Insurance industry. Over the course of 25 years, he has helped clients globally to go further, faster with ingenious strategies for new products and services, developing compelling new customer experiences, transforming ways of working, bold approaches to using technology and finally adopting proportionate strategies for risk and compliance.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.