The Insurance Leaders’ Virtual Roundtable

An exclusive online discussion for senior CX executives in Malaysia and Indonesia

Hosted by Qualtrics, The Insurance Leaders’ Virtual Roundtable is set up to offer an intimate online forum for senior CX executives of prominent Insurance firms in Malaysia and Indonesia. 

Our discussions are very much inclusive and involve all the wealth of experience from the senior peers.

Customer Experience: The New Battleground in Insurance

The insurance landscape is evolving fast. More and more organisations are focusing on providing a differentiated customer experience to drive acquisition, retention and x-sell. The insurance customer journey is also changing, as consumers spend more time on digital channels and less on interacting with financial consultants or brokers. In this new reality, digital transformation is “table-stakes”, meaning institutions need to identify and deliver new propositions going above and beyond to stand out.

As organisations adapt to this new normal, insurance firms that can listen, understand, and act on the expectations of their customers and employees to keep ahead of the curve will have a distinct advantage. To do this effectively, companies need to rethink and reinvent their customer experience program to ensure the “new normal” becomes the “new better”. 

  • Why is customer experience the new battleground for insurance companies?
  • How is the customer journey evolving and how can businesses reposition experiences, services, and offerings to do to keep ahead of the curve?
  • What are the main CX challenges insurance leaders are currently facing? How are they overcoming them?
  • How is COVID shaping what the industry is going to be like next year and beyond?
  • How can businesses drive ROI from their CX programs?

10:20 am:  Guests to check-in online
10:30 am:  Welcome by The Ortus Club
10:35 am:  Introduction of participants
10:45 am:  Short address + Presentation from Qualtrics
11:05 am:  Discussion instigated by the moderator and continued by the group
12:00 pm:  End of session

Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organisations manage and improve the four core experiences of business––customer, employee, product, and brand. Over 11,000 organisations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)––the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. The Qualtrics XM Platform™ is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about.

Thursday, 12th of November, 2020

10:30 AM (GMT+8)

Attended by:

Founder and CEO at Asuransi Total Bersama
CEO and CMO at Adira Insurance
CMO at Sompo Insurance 
CDO at Tune Protect Group
CSO at Sompo Insurance 
Head of Brand and Customer at AXA Services 
Head of Marketing at Bhinneka Life 
Head of Marketing Communications at RHB Insurance
Head of eChannel at Asuransi Etiqa Internasional
Head of Customer Engagement at Generali Insurance
Head of Division Operation & Services at Bhinneka Life
Director of Customer Management at Asuransi Jiwa Sinarmas
Manager of Digital Business Growth Analytics at Sequis Life
Customer Experience & Service Performance at Allianz

Hosted by:

Martie BautistaThe Insurance Leaders’ Roundtable