Tales from the trenches: Three CX strategies to beat your competition
Discover how FWD Insurance became a leader in a highly competitive market, leapfrogging the competition through their customer-obsessed digital innovations.
Gartner data shows that 89% of marketers expect to compete solely on the basis of CX in the next two years.
Many companies are starting large transformation projects to overhaul their end-to-end customer journeys and compete with expectations set by leaders like Uber and Amazon. However, putting the right people, processes and technology in place to deliver on this mission is a hefty undertaking.
And the fact that today’s highly connected customers demand an ever-expanding set of digital touchpoints to interact with, places pressure on corporate budgets, staffing, training and time making it difficult or near impossible to deliver on customer needs as they arise.
In this webinar, you will see how FWD Insurance went from having no digital presence to differentiating based on great digital customer experience in just 3 years by delivering simple, intuitive and convenient digital experiences, and responding to customer demands quickly.
Webinar attendees will discover the three main strategies FWD employed to leapfrog its competitors and differentiate on the basis of CX in a highly competitive market.
Attend this webinar live to learn about:
• How to implement processes to develop a deep customer understanding and align your investments, products, and digital services accordingly
• How a low-code digital experience platform gives you a leg-up on the competition
• How to deliver on your digital strategy faster with high-quality experiences on or below budget
• How to break silos ensuring you respond fast to customer feedback
• The results enjoyed by the insurance firm in response to its trailblazing customer experience
Customer Experience Lead
Maricel is a passionate customer advocate responsible for FWD Life Philippines’ innovative customer propositions driven by our promise of changing the way people feel about insurance. Under her supervision, FWD successfully posted higher than industry average and above-competitor Customer Experience (CX) scores for two consecutive years. With more than 15 years of experience in marketing in the financial services industry in the Philippines and Australia, Maricel possesses the ability to inspire and shape customers and change culture through driving behaviors that encourage customer centricity, accountability, and empowerment within an organization.
After running digital teams that delivered mind-opening prototypes, João has discovered that there’s a pretty good set of recipes to come up with great experiences. His drive is to make building seamless and continuous customer journeys a democratic exercise.
João now manages the product at OutSystems, making sure that any company can easily deliver compelling customer experiences across an increasing number of available canvases and touchpoints.