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

Enhancing Customer Experience (CX) in Insurance Industry

Mastering Customer Journey Roadmaps

What You’ll Learn πŸ“˜

Real-World Application:

  • 🏒 Fictitious Insurance Company: Understand CX strategies through a realistic example.
  • πŸ“Š Current Customer Service Practices: Learn about current service levels and customer satisfaction.
  • πŸ’Ό Importance of Customer Experience: Recognize CX's crucial role in the insurance industry.

CX Frameworks & Models

  • 🧩 CX Frameworks & Models: Learn proven models to enhance CX.
  • πŸ›£οΈ Customer Journey Mapping: Master techniques to assess and map customer journeys.
  • πŸ“ CX Strategy Development: Build and implement a comprehensive CX strategy.
  • πŸ”„ Process Optimization: Enhance both customer-facing processes and backend operations.

Technology & Performance

  • πŸ’» Leveraging Technology: Discover tools for effective CX improvement.
  • πŸ“ˆ Performance Management: Establish metrics and frameworks to evaluate CX success.

Specific Customer Journey Enhancements

  • πŸ›ŽοΈ Awareness: Plan marketing, PR, and social media initiatives for customer awareness.
  • πŸ›’ Purchasing: Streamline service and finance to improve purchase experience.
  • πŸ“ž Servicing: Enhance omnichannel support and real-time communication.
  • πŸ“ Claims: Automate claims processes and improve client communication.
  • πŸ’Œ Engagement: Design events and campaigns for stronger customer connections.
  • ♻️ Renewal: Implement AI-driven insights and automate renewals.
  • ❌ Cancellation: Develop self-service and proactive communication strategies.

Requirements πŸŽ“

  • No Prior CX Experience Needed: Jump in with any level of CX knowledge!
  • Basic Insurance Industry Knowledge: Helpful but not mandatory.

Course Description

Welcome to Enhancing Customer Experience (CX) in Insurance Industry! 🌟
This course provides the tools and insights to elevate each step of your customer’s journey in the insurance industry. Tailored for professionals in marketing, customer service, and operations, you’ll gain practical strategies to create memorable and meaningful experiences for your customers.

Course Modules

  • Awareness Journey Roadmap πŸ›£οΈ
    Prioritize marketing, PR, and social media to build strong awareness campaigns.

  • Purchasing Journey Roadmap πŸ›οΈ
    Optimize operations, customer service, and finance processes for a seamless purchasing experience.

  • Servicing Journey Roadmap πŸ’¬
    Implement omnichannel support and real-time updates on claims for personalized service.

  • Claims Journey Roadmap πŸ“‘
    Automate claims verification and improve communication channels for faster resolutions.

  • Engagement Journey Roadmap πŸŽ‰
    Craft effective promotions, event invitations, and follow-up strategies to maintain engagement.

  • Renewal Journey Roadmap πŸ”„
    Develop AI-driven renewal models and automate renewal trends for customer retention.

  • Cancellation Journey Roadmap ❌
    Create self-service options and proactive approaches for handling cancellations effectively.

Key Features πŸ› οΈ

  • πŸ—‚οΈ Practical Action Plans: Action-oriented strategies for each CX phase.
  • 🌐 Integrated Insights: Learn to unify marketing, operations, IT, and analytics.
  • πŸ“ˆ Best Practices: Implement real-world solutions and examples in your organization.
  • πŸ‘©β€πŸ« Interactive Lessons: Hands-on activities to reinforce your learning.

Who This Course is For

  • Insurance Industry Professionals: Improve customer satisfaction and loyalty.
  • Customer Service Managers & Executives: Learn to build and implement CX strategies.
  • Insurance Employees: Elevate customer engagement skills in your organization.

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