COVID-19 has already changed CX forever. It has disrupted in-person interactions. It’s transformed customer behaviour. And it’s resulted in a digital space that’s noisier and harder to cut through in than ever.

In today’s digital environment, how do you maximize impact to meet members and prospects in their moment of need? How do you optimize your digital engagement, while maintaining a personalized connection with your customers?

In research recently conducted by Precisely and Corinium Intelligence:
• 86% of CX leaders say they’ve updated their strategies since COVID-19
• 79% of CX leaders say that COVID-19 has increased the volume of digital interactions
• And 50% of CX leaders say customers now expected more seamless, digital experiences

Greg explores the trends and key technology investments that are shaping the customer experience marketplace for 2021 and beyond.

In this digital-only environment, you need to make it easier and faster for your customers to complete applications, onboard or enroll in services, and submit claims or other requests, without going to a branch or agent’s office.

Neal will explain how to: 

• …Guide customers through fast, easy, digital and mobile-friendly interviews
• …Connect to core systems to reduce errors and manual work
• …Improve employee productivity through automation and AI
• …Improve business agility and reduce IT demand

Neal will discuss the issues in the current marketplace and how organizations across financial services, insurance and beyond are pivoting to digital and self-service as channels of communication.