Head of Digital
Zurich Financial Services
11:40 AM Digital Transformation: Engaging Clients On Mobile: Increasing Personalisation On Digital Platforms And Touch Points To Improve Service And Create Opportunities
As part of an omnichannel strategy, clients want to be able to easily access information online. Over 40% of people obtain quotes on their mobile for insurance, and 70% of Millennials frequently use their mobile as a main information source. This session explores Zurichs’ personalised digital notification service for advisors, which uses data insights to provide information that is relevant and tailored to the client when they require it. Marc will discuss the foundation of the technology and how he is now improving it to reduce friction points, modernise the experience, improve the service and now taking it to the next level- creating opportunity based interaction.
- Creating meaningful digital and online moments with clients using data and personalised service, as over 72% of customers in Australia can be impacted negatively in interactions
- Understand the foundations to creating an online and mobile experience and understand how to take it from service based to opportunity based
- Deduce the lessons learned from Marc’s strategy and experience