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eLearning Webinar Series

WBNR042519 - Emerging Technologies in Customer Experience

Apr 25, 2019 2:00pm ‐ Apr 25, 2019 3:00pm

Credits: None available.


Policyholders?especially those in the desirable millennial generation and beyond?are demanding new and more personalized communications via their channels of choice. From Voice-First devices like Amazon Alexa & Google Home to interactive chat capabilities via text message, website, Facebook Messenger, and WhatsApp, your agents, adjusters, and service reps need to be where the policyholder is for both sales and service purposes. Join us for this one-hour webinar to explore the impact of emerging technologies on the insurance industry and how these emerging channels can be optimized for different points along the customer journey.
Field of Study: Information Technology
Delivery Method: QAS-Self Study
Program Level: Basic
Prerequisites: None
Advanced Preparation: None
Pricing: Members - Free / Non-Members - $50
Pricing applied upon logging in or at checkout.

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Learning Objectives:
  • Identify the emerging channels of choice for insurance consumers as well as current and anticipated usage of those channels by generation.
  • Recognize the elements of a customer journey map, and how customer journey mapping can be used to optimize customer communications for different points along the customer journey.
  • Recognize how voice-based devices and skills will impact consumer search habits and change customer expectations for real-time data access during policy issuance, billing, and claims.



  • 1.00 - Information Technology

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