Enhancing Customer Experience (CX)

Goals

What You'll Learn:
Awareness Journey Roadmap: Concentrate on operations such as marketing, PR, social media, and content management to plan successful awareness operations.
Purchasing Journey Roadmap: Harmonize processes within operations, service, and finance to facilitate hassle-free purchasing for customers.
Servicing Journey Roadmap: Establish the omnichannel support process to track claims, real-time as well as communicating with personalized work flows.
Claims Journey Roadmap: Automate the process for claims verification by enhancing the quality of communication avenues.
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

Prerequisites

• No prior experience in customer experience management is required

• Basic understanding of the insurance industry is beneficial but not necessary