Celent Roundtable | Architecting and Delivering a New Customer Experience, November 2019

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2 June 2020

Available Only for Members of the NA Celent Insurance Research Panel


Celent regularly conducts Executive Roundtables for C level executives at insurers in North America. These events are vendor free and led by the insurers. They provide a forum for discussion on topics of interest for both large and small insurers across both life and property casualty. These slides and agenda are from the November 2019 session. The high level abstract for this roundtable is below:

It’s all about the customer. When you build a company that puts the customer first, leverages data to discover new insights, and applies new innovations to drive unique customer journeys—that’s when you become the insurer of choice. And the insurer no competitor can touch.

But making this transformation doesn’t come easily. To truly create unforgettable experiences, you need to know what your customers want. And to deliver on that journey, you’ll need a blend of innovative technology, an upgraded architectures, strong employee engagement and lots of data. And it’s all moving faster than ever. This executive roundtable will cover a variety of topics that we think are pretty interesting. We’ll present some of our own thinking on these topics and bring in some senior leaders to discuss industry trends and tell their stories. We will provide the industry insights while you and your peers will provide the real-life experiences in an informal setting where networking will be easy and comfortable.