20 - 21 June, 2017
London, UK

Media Centre

White Papers

10 Lessons For the Insurance Industry on Taking Customer Journey Mapping to the Next Level

Customer journey mapping equips insurers to make the right strategic decisions at the right time in future transactions. This skill is key to improving the customer experience. For example, knowing when to pitch the right additional products to customers and exactly what those products are. Dave Wilton of Admiral Group maintains that processes need to be personalised and for an insurance company hoping to grow its consumer base targeted marketing is imperative, as is the ability to create a targeted package for the customer.

With correct targeting being of importance it follows that customer journey mapping must be accurate and representative. Although, the task of being representative is complicated as the journey is unique to the individual and can involve different complexities such as multifaceted relationships with individuals, various locations, obstacles, challenging needs and multiple product lines. 2 Customer journey mapping in the insurance industry is certainly a skill that needs sharpening in comparison to other markets. The incentive for doing so being that sophisticated customer journey mapping will unlock opportunities to enhance customer strategies in a targeted, methodical manner.

With this in mind, here are 10 lessons for the insurance industry on the subject of sophisticated customer journey mapping.


CX Transformation for Insurance: Is Trust the Biggest Issue?

It probably goes without saying that improving customer satisfaction is a challenge for any business. From delivering consistency across all channels, to keeping up with a rapid pace of technological change and an increasingly demanding customer base, the road to transformation can appear daunting to most. But to insurance providers, the challenge can seem even greater - whether it's dealing with a lack of opportunity to engage with customers or with what is arguably the biggest concern: trust. We explore the reasons and the possible solutions when it comes to the T-word for insurers looking to transform their service.

The Evolution of Customer Experience

The key trends, challenges and investments from the last 12 months and how they will shape the CX landscape in 2016.

6 Ways to Create an Exceptional Customer Experience using Multiple Digital Channels

Since the early beginnings of internet-enabled services, the Nordic region has pioneered the adoption of digital into customer experience management (CEM). Today’s customers are more open to conducting their customer relationship in digital environments and these digital environments have become increasingly important over time. Embracing a multiple digital channel strategy not only requires transformation of the processes and systems that you have in place, but primarily it involves transforming the way you look at the problems you face in engaging with, and marketing to, your customers. With more digital channels competing for your customers’ attention, Customer Management IQ  explore how 4 companies in the Nordic region are leading the way in digital innovation within CEM. Download this exclusive article today and discover Customer Management IQ’s 6 top takeaways for customer experience excellence.

The Voice of the Customer is getting louder – are you listening?

Time to reduce painful processes How many times have you come across a company that doesn’t claim to put customers at the heart of its strategy?  But how many of us actually do? Delivering excellent service to customers extends far beyond a polite smile at the door. So many companies are so frustrating to do business with that it’s enough to make you want to tear your hair out and run around howling at the moon. Here's why it's time for a renewed focus on what the Voice of the Customer means for your business. No press is bad press? The now-famous “United Breaks Guitars” story where Canadian musician Dave Carroll posted humorous music videos on YouTube about his frustrated attempts to get compensation from the airline after - he claimed - baggage handlers damaged his guitar at Chicago’s O-Hare airport. You can watch one of the videos here: The videos quickly went “viral” receiving hundreds of thousands of views within just

Exclusive Content

Q&A: Damien Bourgois, AXA Belgium, on how insurers can improve CX

AXA Belgium provides life, property and casualty insurance products to both private individuals and corporate customers, including industrial accident, auto, fire, home, and TPL private life insurance. Damien Bourgeois, head of CRM and Customer Intelligence, will be presenting a keynote case study at the Customer Experience Transformation for Insurance conference, but spoke to CX Network ahead of the event to discuss where he believes the market is evolving its engagement with consumers and where improvements need to be made…

Managing the End to End Customer Experience via Digital Channels

An array data points are at the finger tips of insurers so they can inject more colour into the customer experience and fine tune corporate models. So even if clients are not spoken to over the phone or face- to-face, the insurer’s digital approach should be so personable that it engages and directly speaks to the client at hand.

 Although, there is still a lot of progression ahead for insurers regarding the digital end-to end customer experience. Ahead of the Customer Experience Transformation Insurance 2017 conference, we examine a range of hotspots when managing the end-to-end customer experience through digital channels

3 ways big data will modernize the Insurance Industry

This article explores how big data will affect customer experience, fraudulent claims and profits of the insurance industry.

STAT: Fraudulent claims cost the insurance industry £2.1 billion a year.

Are you ready to use data to fight back and improve your Customer Experience? Find out tips on how to use Big Data analysis for your Customer Experience strategy.

Future-proofing Insurance Processes

This exclusive eBook summarizes the importance of how customer experience, data connectivity and ease of access continue to drive innovation across the insurance industry.

How Insurance Companies Can Make Customer Experience Their Competitive Differentiator

With insight from DirectLine Group, Admiral Group and Swiss Re, CX Network presents: How Insurance Companies Can Make Customer Experience Their Competitive Differentiator.

This article focuses on the value add an enhanced customer experience can have on your business and the forecast for the next stage in the insurance evolution, 

Exclusive Presentations

Simon Evans, Vitality Health

At last year’s Customer Experience Transformation: Insurance Forum, Simon Evans, Continuous Improvement Director at Vitality Health shared how he had reduced pain points along the customer journey to improve overall customer satisfaction. Take a look at his presentation to get an idea of what to expect at this year's forum.  

Achieving Digital Transformation Across the Insurance Sector to Ensure a Successful Customer Management Strategy

Stuart Booth, Director of Digital at RSA, spoke at Customer Experience Transformation: Insurance 2015 about "doing to insurance what Apple did to the computer" and his top 10 tips to get you going.


Optimising the Customer Experience through Multi-Channel Customer Management

With customers demanding the ability to interact in their preferred channel and move easily between other channels, providing a seamless multi-channel environment is imperative for Nordic retailers. To ensure success of your brand, you must deliver the best experience in every channel. This Customer Management IQ infographic highlights the increasing demands of the customer, the benefits of effective multi-channel knowledge management and success factors in a multi-channel future.


CX Transformation for Insurance: Where to Start? [INFOGRAPHIC]

Here, CX Network offers a breakdown of strategic options across three common objectives for insurance companies as we approach Customer Experience Transformation: Insurance (25–26 May, 2016; United Kingdom), the ideal place to source all the information you need from the experts...

Six Building Blocks For A Concrete Customer-Centric Strategy

Discover what customer experience issues your customers are facing today and understand more ways you can help them with their software solution decisions by reading this article.

Understand why insurance companies are under increasing pressure to achieve customer-centric transformation of their services to build customer trust and improve public perception of the industry.

Learn that your customers can no longer simply sell the best insurance policy at the cheapest rate - now the focus must be on how to deliver the best end-to-end policyholder experience.

CX Network presents insight from Lloyds Banking Group on how to build and implement a customer-centric strategy, how to measure trust, build emotional engagement and innovate through industry regulation. 

White Papers

The Customer Experience Report: Insurance Edition

In this CX Network report we explore some of the key strategies insurers need to successfully deliver to provide a consistently positive customer experience in an increasingly complex, digital world and how they are implementing them. Produced ahead of the Customer Experience Insurance Summit, this report highlights trends and case studies, as well as featuring expert insight on customer retention, improving employee engagement and utilising big data as well as brand awareness.

Customer Management eBook: Meeting the Needs of the Digital, Social & Mobile Customer

Based on extensive research gleaned from surveying Chief Marketing Officers, Chief Customer Officers, and Strategic Directors of Customer Experience, Digital Marketing, Mobile Marketing, eCommerce, and Social Media, this eBook explores how organisations are approaching customer experience in today’s digital world. The aim is for these results to allow you to benchmark your own initiatives as you move into 2013. It also highlights key trends from the survey that will help you better understand where digital investments are being made to help drive improvements to the customer experience.