Insurers faced incredible headwinds over the past two years. Lives in Asia-Pacific were hit harder than ever by the economic and health repercussions from natural disasters, the pandemic, and changing government regulations. 

People are still recovering from the aftermath. In their most vulnerable state from displacement, health concerns and financial burden, they turn to their providers. When they are met with long hold times, complicated processing, slow payouts, and claim rejections – CSAT suffers, loyalty is questioned, churn increases. 

Competition between providers is intense. According to a Bain study, the pandemic has seen many people rethinking their policies. PWC found that 60% of consumers don’t feel they’re financially confident or covered across their long-term security and emergency needs. 

Insurers must prioritise initiatives related to improving customer satisfaction, retention, and most importantly, restoring faith in their brand. Hyper-scale and improved efficiency will also be a crucial component. How can insurers deliver humanised, personalised, and compassionate conversations that win back the hearts and minds of customers? How can the latest developments in conversational AI technology help? 

Join CX, Marketing, and Digital leaders alongside LivePerson, a leading provider for brands such as Bupa, HSBC, and MDabroad, to discuss how conversational AI enables brands to start proactive conversations and build relationships through personalised digital experiences. 

Discussion topics:

• How can we deliver a more humanised digital experience to improve CX and operational efficiency? 
• How can you better prepare to handle sudden and large fluctuations in demand whilst maintaining exceptional CX? 
• What interactions are best suited to automation, allowing agents more time for complex enquiries?
• How can you maintain the integrity of your brand’s tone of voice across multiple channels and customer touch points?

Speaker: Kevin Wordon, Director of Strategy, APAC, LivePerson

Kevin has held several high-profile leadership roles in strategy, consulting, marketing, digital, IT and customer experience across world renowned organisations including Adobe, Retail Food Group, Flight Centre Travel Group, City Beach, Scentre Group and Macquarie Leisure. Kevin has delivered strategic consulting for well-known brands including Optus, Vodafone, AFL, News Corp, USG Boral, O’Brien Glass, TAFE QLD, Supercars, Australian Super, Trade Me, Blackmores and Mission Australia. Kevin has been responsible for delivering multi-million-dollar projects including enterprise digital, CX and marketing transformation projects, one of Australia’s largest customer research programs, large scale loyalty projects, and the rollout of digital experience technology globally across 11 countries. Kevin has also delivered more than 140 digital platforms globally across his career, including 121 websites, 8 ecommerce platforms and 11 mobile applications.