How Insurers Can Act At The Speed Of the Customer With Data-driven Insights


With special guest Ellen Carney, Principal Analyst with Forrester Research

Insurers and their agents have long moved at a slow and steady pace governed by the internal clock of the renewal and all its moving parts. But thanks to legions of digital disruptors, insurers are now finding themselves in a race against that clock—now owned and operated by the customer. The problem is that most companies have no idea what the current customer journey is when it comes to acquisition to bound policy to claim handling. The new success factor will be how effectively you gather and use these data driven insights to rapidly adapt to emerging customer needs. 

In this session, special guest Ellen Carney of Forrester Research and Jie Wu, Director of Solutions Marketing at GoodData, discussed the growing insights investments that insurers are making to better compete in the ‘Age Of The Customer.’
What you will learn:

  • Why establishing a holistic insurance customer journey is foundational 
  • Why journey maps alone won’t fix your insurance CX problem
  • How to optimize policyholder experience with data-driven insights embedded the insurance process
  • Critical elements of building a successful CX program

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