Every year, our region is struck by multiple natural and biological disasters. Some of these are expected – bushfires in Australia, monsoon floods in Malaysia – and some happen unexpectedly – volcanic eruptions in the Pacific Ocean, Philippines or earthquakes in Indonesia. In the last Australian bushfire, the insurance industry’s peak body said its members had received 30,000 claims. The Insurance Council of Australia estimates 20-40% of bushfire-affected residents were underinsured.

According to a Bain study, the pandemic has seen many customers rethinking their policies in general. How can we better position our brands in a way that leads to improved customer retention and increased new member revenue? How can we enable insurance brands to start proactive conversations and build relationships through digital experiences – before the surge hits?

Some key stats that are true for the insurance customer of 2022:

• 41% of consumers say they are likely or more likely to switch insurance providers due to a lack of digital capabilities (Source: PwC)
• 19% say they anticipate more interaction with insurers through video and web chat. (Source: PwC and KPMG)
• 54% of consumers say they’d find it convenient if an insurance company proactively reached out over messaging. (Source: LivePerson)

Join LivePerson and other thought-leading peers to discuss how AI-powered messaging can help increase loyalty and revenue through proactive social commerce, which allows customers to connect with brands as they would with their friends and family.

Discussion topics:

• What does your plan to handle sudden and large fluctuations in demand look like?
• How do you manage contact centre agents to cope with additional stress and workload in times of crisis?
• What does your roadmap for warm commerce (generating sales from care) look like?
• How can we deliver a more humanised digital experience to improve CX and operational efficiency?

Speaker:

Harm Ellens, Principal Consultant APAC, LivePerson