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Monday, October 5, 2015

10:15 a.m. - 11:00 a.m.

KEYNOTE: SHIFT FROM POLICY-CENTRIC TO CUSTOMER-CENTRIC TO IMPROVE CUSTOMER EXPERIENCE

Naveen Sharma, AVP, EDM, Cognizant, COGNIZANT TECHNOLOGY SOLUTIONS
Nicolas Lance, VP Retirement Income Strategies, ONEAMERICA

Consumers' expectations of insurance companies have changed. They expect a seamless, integrated and consistent customer experience throughout their life stages.  What does this mean for insurance companies? They need to transform how they operate to deliver better customer experiences. CRM applications promised a 360° customer view, but never quite delivered. The fact is, not all valuable data about customers is in CRM. It's scattered across multiple policy-centric applications. And, the core customer data that should be the same across applications, isn't, which makes it difficult to reconcile.

Join us for a case study to hear how Nicolas Lance, VP of Retirement Income Strategies & Head of Customer Data at OneAmericaź, is leading the shift from a policy-centric to a customer-centric view to improve customer experience. Find out how OneAmericaź is using MDM to bring together business-critical data from multiple applications, clean and enrich it, merge duplicates, and create relationships between data. Then, fuel CRM and other applications with clean, consistent, and connected customer information.  Topics for this keynote include:

  • Overcoming organization & technology barriers to provide a total customer relationship view across products & channels
  • Shifting from a policy-centric to a customer-centric view 
  • Understanding the business benefits of MDM derived from 360° customer view

     

     

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