Insurance: Customer Decision Journey
Description
Analysis of the insurance customer's buying journey, digital touchpoints, and design of technology-enabled customer acquisition and retention processes.
Learning Objectives
IT professionals gain the ability to map, analyze, and optimize the customer decision journey using digital solutions to enhance acquisition, engagement, conversion, and loyalty in insurance.
Topics (6)
Includes automated renewal, loyalty programs, personalized retention offers, and predictive analytics for churn management.
Includes visual mapping, omnichannel analysis, pain point identification, and correlation to digital solutions for insurance CX.
Covers web, mobile, aggregator, agent, chatbot, and social media touchpoints; technology integration for seamless experience.
Includes lead generation, qualification, nurturing, conversion, onboarding, marketing automation, and analytics solutions.
Focuses on personalized content, service automation, omnichannel communication, self-service technology, and analytics for engagement.
Includes journey analytics, AI-powered optimization, A/B testing, feedback integration, dashboarding, and continuous digital journey enhancement.