68 lessons
4 hours of video content
This course covers key customer journey roadmaps, including awareness, purchasing, servicing, claims, engagement, renewal, and cancellation. Learn to implement strategic initiatives to enhance customer experience and drive satisfaction, loyalty, grow...
Chapter 1: Introduction to Fictitious Insurance ABC
1. Enhancing customer experience (cx) in insurance industry - introduction
2. Introduction to fictitious insurance
3. Current state of customer experience
4. Stakeholder perspectives
Chapter 2: The Need for CX Consultation at Insurance ABC
5. Reasons for cx improvement
6. Stakeholder perspectives
Chapter 3: Understanding Customer Experience
7. Defining customer experience
8. Cx frameworks and models
Chapter 4: Assessing Current CX at Insurance ABC
9. Customer journey mapping
10. Cx metrics and kpis
11. Comprehensive customer experience (cx) capabilities
Chapter 5: Awareness Journey
12. Comprehensive insurance customer journey
13. Awareness journey’s as-is and to-be
14. Key capability improvement opportunities & operating model impacts
15. Key improvement opportunities, next steps, and associated initiatives
16. Associated initiatives summary
17. Kpi framework awareness journey
18. Recommendations on kpi metrics for awareness journey
Chapter 6: Purchasing Journey
19. Comprehensive insurance customer journey
20. Purchasing journey’s as-is and to-be
21. Key capability improvement opportunities & operating model impacts
22. Key improvement opportunities, next steps, and associated initiatives
23. Associated initiatives summary
24. Kpi framework purchasing journey
25. Recommendations on kpi_metrics for purchasing journey
