Shannon McKay

Head of Customer Engagement Zurich Financial

Hybrid Day One: Wednesday, 19 May 2021

Wednesday, May 19th, 2021

10:10 AM Going Modern: Implementing Digital Portals to Transform the Customer Journey and Drive Stronger Customer Communication

This panel will deep dive into the role automation and digital services play in driving better and more seamless customer experiences. With the uptake of online services during the COVID-19 pandemic, businesses have discovered the value of digitising the customer experience and creating simplified processes for both efficiency and cost-savings.

The question on everyone’s mind? When there is a plethora of services available, where do we start?

  • Driving operational efficiencies through online payment and communication portals to create seamless digital journeys
  • Determining at what stage should the CX and marketing function shift from customer acquisition to customer retention in maintaining ongoing revenue
  • Automating the right processes – what are the challenges involved and where do we begin?

Panelists: