Course curriculum

    1. 1. Enhancing customer experience (cx) in insurance industry - introduction

    2. 2. Introduction to fictitious insurance

    3. 3. Current state of customer experience

    4. 4. Stakeholder perspectives

    1. 5. Reasons for cx improvement

    2. 6. Stakeholder perspectives

    1. 7. Defining customer experience

    2. 8. Cx frameworks and models

    1. 9. Customer journey mapping

    2. 10. Cx metrics and kpis

    3. 11. Comprehensive customer experience (cx) capabilities

    1. 12. Comprehensive insurance customer journey

    2. 13. Awareness journey’s as-is and to-be

    3. 14. Key capability improvement opportunities & operating model impacts

    4. 15. Key improvement opportunities, next steps, and associated initiatives

    5. 16. Associated initiatives summary

    6. 17. Kpi framework awareness journey

    7. 18. Recommendations on kpi metrics for awareness journey

    1. 19. Comprehensive insurance customer journey

    2. 20. Purchasing journey’s as-is and to-be

    3. 21. Key capability improvement opportunities & operating model impacts

    4. 22. Key improvement opportunities, next steps, and associated initiatives

    5. 23. Associated initiatives summary

    6. 24. Kpi framework purchasing journey

    7. 25. Recommendations on kpi_metrics for purchasing journey

About this course

  • $24.00
  • 69 lessons
  • 4 hours of video content

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