Experience is the new economic battleground where business is won and lost. The race is on for insurers to become more agile, innovative and customer-centric. With expectations increasing by the day, customer experience (CX) has never been so important or so challenging. This puts pressure on the workers who deliver it, who are often up against siloed tools and data, pushing employee experience (EX) to the forefront. To improve CX and EX, organizations also need to reduce friction in business operations – bringing CX, EX and operational experience (OX) together as part of a Total Experience Strategy. Total Experience is a discipline that combines customer, employee and operational experience to achieve customer and employee satisfaction and drive business growth. It leverages composable applications to embed, deliver and personalize information through a common UX.
Deloitte research shows the emphasis for many insurers has shifted to improving CX and bolstering data and analytics capabilities.1 Too often, insurers treat data as an infrastructure expense to be managed rather than a strategic asset.2
Learn more about trends in CX and EX, and how a Total Experience strategy can solve business problems holistically to drive positive outcomes. This panel features experts from Deloitte, Guidewire and OpenText for an open discussion of the challenges, risks, opportunities, and technology enablers ahead that separate the leaders from the laggards in the insurance industry.
