Troy Peterson

Vice President, Service Delivery Officer Selective Insurance

CX Insurance Exchange - Day 1

12:40 PM Think Tank: What’s the Real Path from Manual Legacy Operations to Seamless Automation?

As customer expectations rise and cost pressures increase, organizations can no longer afford to maintain the status quo in service delivery. Transitioning from fragmented, manual operations to streamlined, automated, and self-service models presents a significant opportunity to enhance both efficiency and the customer experience.

This discussion will explore how organizations are transforming legacy processes to unlock operational improvements while enhancing both digital and human interactions. Topics will include:

• How to identify and redesign inefficient process flows, integrating automation without compromising the customer experience

• Lessons learned from transitioning legacy, manual environments to scalable, optimized operations in both front and back-office functions

• What successful vendor partnerships look like

• Practical approaches to sustaining operational transformation, ensuring that process improvements are embedded, measurable, and deliver long term operational benefits and customer experience value.

Join us as we uncover key lessons from industry leaders on what it truly takes to modernize operations.

Check out the incredible speaker line-up to see who will be joining Troy.

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com