Webinar: Redefining the Customer Relationship: 21st Century Insurance Customer Engagement Models

by Chuck Johnston, October 16, 2013
Industry Trends
North America

Abstract

The insurance industry has a complex relationship ecosystem where ownership of the end customer relationship is murky. Insurers understand they need to have a modern customer engagement management strategy to thrive in an ever-tightening market despite the complexity of the insurance sales/service ecosystem. Chuck Johnston, Celent Insurance Research Director, explores the current trends in customer engagement within the insurance industry, innovation models for direct and shared customer engagements, and methods for achieving the simplicity in depth necessary to engage customers around complex products like insurance. He also discusses the technology capabilities necessary to support insurance customer engagement management including multichannel, mobile, BPM, and the return of CRM.

Audio for the presentation can be found here.

For more information about this event, please contact Chuck Smith at + 1 617 262 3125 or csmith@celent.com.

Celent is a research and advisory firm dedicated to helping financial institutions formulate comprehensive business and technology strategies. Celent publishes reports identifying trends and best practices in financial services technology and conducts consulting engagements for financial institutions looking to use technology to enhance existing business processes or launch new business strategies. With a team of internationally based analysts, Celent is uniquely positioned to offer strategic advice and market insights on a global basis. Celent is a member of the Oliver Wyman Group, which is a wholly-owned operating unit of Marsh & McLennan Companies [NYSE: MMC].

Media Contacts

North America
Michele Pace
mpace@celent.com
Tel: +1 212 345 1366

Europe (London)
Chris Williams
cwilliams@celent.com
Tel: +44 (0)782 448 3336

Asia (Tokyo)
Yumi Nagaoka
ynagaoka@celent.com
Tel.: +81 3 3500 3023

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