Enhancing Customer Experience (CX)

Enhancing Customer Experience (CX) in Insurance Industry

Created by : Rated :4.1 618 views

Last Updated: 2024-08-21 11:08:55 English Course Type: Self Learning

The real-life situation is described under a fictitious insurance company
Current customer service practices and satisfaction levels
The importance of customer experience in the insurance industry
Frameworks and models for improving CX
How to assess and map the customer journey
Developing a comprehensive CX strategy
Enhancing customer-facing processes and backend operations
Leveraging technology and tools for CX improvement
Establishing a performance management framework for CX initiatives

Welcome to "Enhancing Customer Experience (CX) in Insurance Industry" a comprehensive course designed to equip you with the skills and knowledge needed to enhance every phase of your customer's journey. Whether you're a marketing professional, customer service manager, or operations specialist, this course provides practical strategies and insights to elevate your customer experience.

What You'll Learn:

Awareness Journey Roadmap: Prioritize initiatives involving marketing, PR, social media, and content management to create effective awareness campaigns.
Purchasing Journey Roadmap: Optimize operations, customer service, and finance processes to streamline the purchasing experience.
Servicing Journey Roadmap: Implement omnichannel support, real-time claims tracking, and personalized communication workflows.
Claims Journey Roadmap: Automate claims verification and enhance communication channels to improve claims management.
Engagement Journey Roadmap: Design engaging event invitations, promotional campaigns, and follow-up strategies to boost customer engagement.
Renewal Journey Roadmap: Develop AI-driven models, automate renewals, and analyze renewal trends to retain customers.
Cancellation Journey Roadmap: Create self-service portals, proactive communication strategies, and automated workflows to manage cancellations effectively.

Key Features:

Practical action plans and timelines for each customer journey phase
Insights into integrating marketing, operations, IT, and analytics
Real-world examples and best practices to implement in your organization
Interactive lessons and hands-on activities to reinforce learning

No prior experience in customer experience management is required
Basic understanding of the insurance industry is beneficial but not necessary

Insurance industry professionals seeking to improve customer experience
Customer service managers and executives looking to implement CX strategies
Employees at Insurance or similar companies aiming to enhance their customer engagement skills

Section 1 : Introduction of Enhancing Customer Experience (CX) in Insurance Industry 1 Lectures 00:00:00
Lecture 1 :
Introduction Preview
Section 2 : Introduction to fictitious Insurance company 3 Lectures 00:00:00
Lecture 1 :
Introduction to fictitious Insurance company
Lecture 2 :
Current state of customer experience at Insurance Company
Lecture 3 :
Stakeholder Perpectives
Section 3 : The need for customer experience consultation at Insurance Company 2 Lectures 00:00:00
Lecture 1 :
Reasons for CX Improvement
Lecture 2 :
Stakeholder Perspectives
Section 4 : Understanding Customer Experience 2 Lectures 00:00:00
Lecture 1 :
Defining customer experience
Lecture 2 :
CX frameworks and Models
Section 5 : Assessing current CX at Insurance company 3 Lectures 00:00:00
Lecture 1 :
Customer Journey Mapping
Lecture 2 :
CX Metrics and KPIs
Lecture 3 :
Comprehensive Customer Experience Capabilities
Section 6 : Bonus 1 Lectures
Lecture 1 :
Special Gift for You

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Daniel Pham,

6847 Course Views

8 Courses

I am an experienced and accomplished author with a deep passion for data strategy and management. With over 15 years of hands-on experience in the IT industry, I have gained extensive knowledge and expertise in various domains, including banking, insurance, retail, and more. Throughout my career, I have held several senior positions such as: - Data Division Director of an insurance company - Deputy Data Governance & Analytics of the Group (Real Estate, Retail, Hospitality, Commerce, ...) - Deputy Chief Data Officer cum Senior IT Strategy Expert - Head of Data & Analytics Service - Project Director/ Project Manager - Enterprise & Solution Architect of bank That have allowed me to make significant contributions to the field. And right now, as a director of Data Division, I played a pivotal role in shaping data initiatives and driving the effective use of data within organizations. Additionally, as a Data Governance & Analytics expert, I focused on establishing robust data governance frameworks and harnessing the power of analytics to drive actionable insights. With my diverse background and extensive industry experience, I have developed a strong understanding of the challenges and opportunities in the data management landscape. Through my work as an author, I am dedicated to sharing my knowledge, insights, and practical strategies with students like you.