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Enhancing Customer Experience (CX) in Insurance Industry

Business

Enhancing Customer Experience (CX) in Insurance Industry, available at $34.99, with 69 lectures, and has 136 subscribers.

You will learn about The real-life situation is described under a fictitious insurance company Current customer service practices and satisfaction levels The importance of customer experience in the insurance industry Frameworks and models for improving CX How to assess and map the customer journey Developing a comprehensive CX strategy Enhancing customer-facing processes and backend operations Leveraging technology and tools for CX improvement Establishing a performance management framework for CX initiatives Specific journey improvements for awareness, purchasing, servicing, claims, engagement, renewal, and cancellation This course is ideal for individuals who are Insurance industry professionals seeking to improve customer experience or Customer service managers and executives looking to implement CX strategies or Employees at Insurance or similar companies aiming to enhance their customer engagement skills It is particularly useful for Insurance industry professionals seeking to improve customer experience or Customer service managers and executives looking to implement CX strategies or Employees at Insurance or similar companies aiming to enhance their customer engagement skills.

Enroll now: Enhancing Customer Experience (CX) in Insurance Industry

Summary

Title: Enhancing Customer Experience (CX) in Insurance Industry

Price: $34.99

Number of Lectures: 69

Number of Published Lectures: 69

Number of Curriculum Items: 69

Number of Published Curriculum Objects: 69

Original Price: $34.99

Quality Status: approved

Status: Live

What You Will Learn

  • The real-life situation is described under a fictitious insurance company
  • Current customer service practices and satisfaction levels
  • The importance of customer experience in the insurance industry
  • Frameworks and models for improving CX
  • How to assess and map the customer journey
  • Developing a comprehensive CX strategy
  • Enhancing customer-facing processes and backend operations
  • Leveraging technology and tools for CX improvement
  • Establishing a performance management framework for CX initiatives
  • Specific journey improvements for awareness, purchasing, servicing, claims, engagement, renewal, and cancellation

Who Should Attend

  • Insurance industry professionals seeking to improve customer experience
  • Customer service managers and executives looking to implement CX strategies
  • Employees at Insurance or similar companies aiming to enhance their customer engagement skills

Target Audiences

  • Insurance industry professionals seeking to improve customer experience
  • Customer service managers and executives looking to implement CX strategies
  • Employees at Insurance or similar companies aiming to enhance their customer engagement skills

Welcome to “Enhancing Customer Experience (CX) in Insurance Industry” a comprehensive course designed to equip you with the skills and knowledge needed to enhance every phase of your customer’s journey. Whether you’re a marketing professional, customer service manager, or operations specialist, this course provides practical strategies and insights to elevate your customer experience.

What You’ll Learn:

  • Awareness Journey Roadmap: Prioritize initiatives involving marketing, PR, social media, and content management to create effective awareness campaigns.

  • Purchasing Journey Roadmap: Optimize operations, customer service, and finance processes to streamline the purchasing experience.

  • Servicing Journey Roadmap: Implement omnichannel support, real-time claims tracking, and personalized communication workflows.

  • Claims Journey Roadmap: Automate claims verification and enhance communication channels to improve claims management.

  • Engagement Journey Roadmap: Design engaging event invitations, promotional campaigns, and follow-up strategies to boost customer engagement.

  • Renewal Journey Roadmap: Develop AI-driven models, automate renewals, and analyze renewal trends to retain customers.

  • Cancellation Journey Roadmap: Create self-service portals, proactive communication strategies, and automated workflows to manage cancellations effectively.

Key Features:

  • Practical action plans and timelines for each customer journey phase

  • Insights into integrating marketing, operations, IT, and analytics

  • Real-world examples and best practices to implement in your organization

  • Interactive lessons and hands-on activities to reinforce learning

Course Curriculum

Chapter 1: Introduction of Enhancing Customer Experience (CX) in Insurance Industry

Lecture 1: Introduction

Chapter 2: Introduction to fictitious Insurance company

Lecture 1: Introduction to fictitious Insurance company

Lecture 2: Current state of customer experience at Insurance Company

Lecture 3: Stakeholder Perpectives

Chapter 3: The need for customer experience consultation at Insurance Company

Lecture 1: Reasons for CX Improvement

Lecture 2: Stakeholder Perpectives

Chapter 4: Understanding Customer Experience

Lecture 1: Defining customer experience

Lecture 2: CX frameworks and Models

Chapter 5: Assessing current CX at Insurance company

Lecture 1: Customer Journey Mapping

Lecture 2: CX Metrics and KPIs

Lecture 3: Comprehensive Customer Experience Capabilities

Chapter 6: Awareness Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Awareness journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework awareness journey

Lecture 7: Recommendations on kpi metrics for awareness journey

Chapter 7: Purchasing Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Purchasing journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework purchasing journey

Lecture 7: Recommendations on kpi_metrics for purchasing journey

Chapter 8: Servicing Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Servicing journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework servicing journey

Lecture 7: Recommendations on kpi_metrics for servicing journey

Chapter 9: Claim Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Claim journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework claim journey

Lecture 7: Recommendations on kpi_metrics for claim journey

Chapter 10: Engagement Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Engagement journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework engagement journey

Lecture 7: Recommendations on kpi_metrics for engagement journey

Chapter 11: Renewal Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Renewal journey’s as-is

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework renewal journey

Lecture 7: Recommendations on kpi_metrics for renewal journey

Chapter 12: Cancellation Journey

Lecture 1: Comprehensive insurance customer journey

Lecture 2: Cancellation journey’s as-is and to-be

Lecture 3: Key capability improvement opportunities & operating model impacts

Lecture 4: Key improvement opportunities, next steps, and associated initiatives

Lecture 5: Associated initiatives summary

Lecture 6: Kpi framework cancellation journey

Lecture 7: Recommendations on kpi_metrics for cancellation journey

Chapter 13: Roadmap for Insurance ABC

Lecture 1: Roadmap implementation & priority consideration

Lecture 2: Awareness journey roadmap

Lecture 3: Purchasing journey roadmap

Lecture 4: Servicing journey roadmap

Lecture 5: Claim journey roadmap

Lecture 6: Engagement journey roadmap

Lecture 7: Renewal journey roadmap

Lecture 8: Cancellation journey roadmap

Chapter 14: Bonus

Lecture 1: Special Gift For You

Instructors

  • Dien Pham
    Dien Pham
    Chief Data Officer, Enterprise Architect, IT Expert
  • Dien Pham
    Dien Pham
    Chief Data Officer, Enterprise Architect, IT Experts
  • Educonnhub
    Educonnhub
    Offering premium courses crafted by top experts

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Frequently Asked Questions


How long do I have access to the course materials?


You can view and review the lecture materials indefinitely, like an on-demand channel.


Can I take my courses with me wherever I go?


Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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