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This plan includes
- Limited free courses access
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- Video Recorded Lectures
- Learn on Mobile/PC/Tablet
- Quizzes and Real Projects
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This plan includes
- Access to 11,000+ Courses
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- Play & Pause Course Videos
HD Video Recorded Lectures- Learn on Mobile/PC/Tablet
- Quizzes and Real Projects
- Lifetime Course Certificate
- Instructor Direct Support
- Email & Chat Support
- Cancel Anytime
What you'll learn?
- 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
Course Overview
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:
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Awareness Journey Roadmap: Prioritize initiatives involving marketing, PR, social media, and content management to create effective awareness campaigns.
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Purchasing Journey Roadmap: Optimize operations, customer service, and finance processes to streamline the purchasing experience.
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Servicing Journey Roadmap: Implement omnichannel support, real-time claims tracking, and personalized communication workflows.
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Claims Journey Roadmap: Automate claims verification and enhance communication channels to improve claims management.
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Engagement Journey Roadmap: Design engaging event invitations, promotional campaigns, and follow-up strategies to boost customer engagement.
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Renewal Journey Roadmap: Develop AI-driven models, automate renewals, and analyze renewal trends to retain customers.
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Cancellation Journey Roadmap: Create self-service portals, proactive communication strategies, and automated workflows to manage cancellations effectively.
Key Features:
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Practical action plans and timelines for each customer journey phase
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Insights into integrating marketing, operations, IT, and analytics
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Real-world examples and best practices to implement in your organization
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Interactive lessons and hands-on activities to reinforce learning
Pre-requisites
- No prior experience in customer experience management is required
- Basic understanding of the insurance industry is beneficial but not necessary
Target Audience
- 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
Curriculum 12 Lectures
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Section 1 : Introduction of Enhancing Customer Experience (CX) in Insurance Industry
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Section 2 : Introduction to fictitious Insurance company
- Lecture 1 :
- Introduction to fictitious Insurance company
- Lecture 2 :
- Current state of customer experience at Insurance Company
- Lecture 3 :
- Stakeholder Perpectives
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Section 3 : The need for customer experience consultation at Insurance Company
- Lecture 1 :
- Reasons for CX Improvement
- Lecture 2 :
- Stakeholder Perspectives
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Section 4 : Understanding Customer Experience
- Lecture 1 :
- Defining customer experience
- Lecture 2 :
- CX frameworks and Models
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Section 5 : Assessing current CX at Insurance company
- Lecture 1 :
- Customer Journey Mapping
- Lecture 2 :
- CX Metrics and KPIs
- Lecture 3 :
- Comprehensive Customer Experience Capabilities
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Section 6 : Bonus
- Lecture 1 :
- Special Gift for You
Our learners work at
Frequently Asked Questions
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How do i access the course after purchase?
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Are these video based online self-learning courses?
Yes. All of the courses comes with online video based lectures created by certified instructors. Instructors have crafted these courses with a blend of high quality interactive videos, lectures, quizzes & real world projects to give you an indepth knowledge about the topic. -
Can i play & pause the course as per my convenience?
Yes absolutely & thats one of the advantage of self-paced courses. You can anytime pause or resume the course & come back & forth from one lecture to another lecture, play the videos mulitple times & so on. -
How do i contact the instructor for any doubts or questions?
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