Thursday: Main Conference Day Two & Masterclasses
Thursday, January 23rd, 2020
9:00 AM Keynote: Genworth’s award winning customer centric transformation: Redefine and digitize your business model E2E
Financial services is undergoing tremendous changes and experiencing disruptive business models. Meeting new customer demands is paramount: policy application, review and claims time have been drastically reduced. Guided by its transformation roadmap, Genworth took top prize as SQM Group’s Contact Centre of the Year for North America. Martijn will share this journey and lessons learned with us in the keynote session:
· The customer is in control, what does that mean to your business?
· How to transform your organization around customer needs while becoming more cost effective
· How to underpin your business model smartly with technology
· What does it mean for you as a leader