After event summary CX-3

CUSTOMER EXPERIENCE LEADERS PRACTICE GROUP 18th MAY 2021 11.30AM - 1.00PM KINDLY SPONSORED BY:

CUSTOMER EXPERIENCE LEADERS PRACTICE GROUP 18th MAY 2021 11.30AM - 1.00PM KINDLY SPONSORED BY: LEARN - NETWORK - COLLABORATE

OUR GUEST GARY COOK SPEACKERS HEAD OF PRODUCT INNOVATION AT CGI KINDLY SPONSORED BY: DR. PAUL FUREY PSYCHOLOGIST AND BUSINESS COACH

BREAKOUT ROOMS What does a good customer/partner experience look like? What are the essential ingredients in 2021? What does a client or business partner look for these days from/within the insurance market? Is technology playing a part in improving the customer/partner experience in your firm? What new tools/platforms are making a difference? Consider the wider stakeholder group, including employees and vendor partners KINDLY SPONSORED BY:

ROUNDTABLE Why do customers and business partners decide to trade with us? What drives them to buy from us and not others? KINDLY SPONSORED BY:

Do you feel that the culture of your firm is aligned with a drive to improve the customer/partner experience or do you feel it's left to operating divisions, teams and even individuals to develop such an ethos? POLLING Our firm is very focused on the improving customer experience 61% 13% KINDLY SPONSORED BY: Our firm relies on the operating divisions and staff interfacing with customers and business 22% partners to deliver the appropriate customer experience Our firm recognises the need for improving customer experience but doesn't promote specific 4% policies, training or strategies Customer experience is not talked about or promoted anywhere near enough In what way has the last 12 months had an impact on the delivery of customer/partner experience? Increased interaction with our clients/partners by way of email, digital tools and 67% new applications Reduced interaction with our clients/partners 23% Seen no impact 10%

How much is technology playing a role in enhancing the customer/partner experience in your firm? POLLING A great deal 73% Somewhat 14% KINDLY SPONSORED BY: Very little, still mostly a people led interface Don't know 8% 5% To what extent has your firm started to embrace Artificial Intelligence when it comes to Customer /Partner Experience - calls, data, messaging, provision of information, triage, claims updates? Not started 33% Evaluating 30% Implementing Now 22% Mature Service 5% Don't know 10%

What type of Ai are you using for your customer / partner interface? POLLING Robotic Process Automation 33% Analytics/Data Analysis 29% KINDLY SPONSORED BY: Don't know 24% Chatbots 14% Voice Recognition Recommendation Engine 0% Triage 0% 0%

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