On-Demand Webinar: Digitizing the Customer Experience: A New Framework

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28 September 2018
Karlyn Carnahan

Customer experience is the new battleground for differentiation. But delivering on that experience requires a wide variety of digital capabilities that aren’t found in a typical application architecture. After years of CEOs asking their organizations to become customer-focused, it has become plainly apparent that the silos do not organically unite. With an increasing focus to “do customer experience” comes a responsibility inside organizations to do it correctly. This appreciation for delivering a comprehensive one-company experience brings a new imperative to unite the organization in understanding and developing the competencies to work in this manner. But working through silos isn’t easy, and bringing a data-driven approach to customer service when data is in multiple applications is challenging as well. Karlyn Carnahan, Head, the Americas, Property Casualty, discusses a new framework for a customer-centric approach and how to transition to the new digital architecture that is required to support it.

This webinar draws on the Celent report of the same name.

Insight details

Content Type
Webinars
Focus
Digital, Innovation & Emerging Technology
Location
Asia-Pacific, EMEA, LATAM, North America