Improving the customer experience continues to be a top priority for the Canadian insurance industry. The customer experience is closely linked to retention, and given that a 1% reduction in lapse rates equals millions of dollars in revenue, improving the customer experience can have a significant impact on the bottom line.
Participants will learn:
The importance of gaining a single view of the customer:
A proliferation of channels has made customers extremely hard ot pin down. Cross Channel dialogue technologies bring together the many disparate and disconnected islands of contact data. This data is fed into customer profiling and insight at the analytical level; and guides real-time customer interactions at the operational level.
How to tap into the conversation economy:
Increasingly, customers and prospects are talking to you and about you through the social web to the point where traditional CRM is looking more like CMR (Customer Managed Relations). Cross channel dialogue solutions enable you to be part of the conversation, collecting and collating what's said about you, but also using the social web as a communication channel of your own.
How to become channel agnostic:
Why are certain channels used? Because they are cheap? Convenient? Or simply because that's the way it has always been? Preference management is therefore becoming a staple part of the marketer's vocabulary in coming years as customer segments shun certain channels (the old-fashioned phone) and surge towards new ones (mobile technology). Cross channel dialogue can automate much of this process.
A Q&A session will follow the presentation.
Patrick Surry, Global Solutions Owner for Customer Analytics, Pitney Bowes Software
Dr. Surry is an expert on uplift modeling, with a wealth of experience in real-world delivery of customer insight, predictive analytics and behavior modeling. One of the founders of Quadstone (acquired by Portrait Software), he has been responsible for many of our high profile success stories with blue-chip clients spanning applications such as response, risk, attrition, value, customer profitability, and targeting for direct marketing. He is currently involved in guiding the development of our next generation of visual insight and analytics applications.
Patrick holds a PhD in mathematics and statistics from the University of Edinburgh, where he studied optimization based on evolutionary algorithms, following an HBSc in continuum mechanics from the University of Western Ontario.