{"id":22325,"date":"2017-03-15T11:06:19","date_gmt":"2017-03-15T10:06:19","guid":{"rendered":"https:\/\/mailcommsgroup.com\/blog\/day-customer-experience-360th-week-insurance-2017\/"},"modified":"2023-09-08T09:40:06","modified_gmt":"2023-09-08T07:40:06","slug":"day-customer-experience-360th-week-insurance-2017","status":"publish","type":"post","link":"https:\/\/mailcommsgroup.com\/en\/blog\/day-customer-experience-360th-week-insurance-2017\/","title":{"rendered":"Conference on Customer Experience 360\u00ba at the Insurance Week organized by INESE"},"content":{"rendered":"

[vc_row][vc_column el_class=”MailTecK & Customer Comms en la Semana del Seguro 2017: Customer Experience 360\u00ba” font_color=”#81d742″][vc_column_text]Javier Echebarr\u00eda, CEO of MailTecK & Customer Comms, was in charge of opening the day. In his introduction, the executive introduced the topic that was to be discussed during the morning, the 360\u00ba vision in the customer experience with the mediator and the insurer, and then gave way to the first of the invited experts: Carlos Molina, director of the Customer Experience program at ICEMD-ESIC and VP Experience & Think at IZO.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text]<\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”3\/3″][vc_column_text]Molina highlighted the concept of “customer centricity” as the basis for customer management through omnichannel communication in which both physical and electronic formats converge. For the VP Experience & Think of
\n IZO<\/a>
\n<\/strong>customer experience is not limited to service alone, but is an experience based on “a value chain that starts with the brand promise. The customer’s opinion depends on how this experience turns out and, therefore, the reputation of the company, which has to use all the channels at its disposal, always without forgetting one key: “to find a system in which the same question has the same answer, regardless of the channel through which it arrives”. Omnichannel.<\/p>\n

But how do you create a direct channel to mediation? Andres Sandoval, Director of Digital Channels at
\n REALE<\/a>
\n<\/strong>pointed out some essential points in his subsequent speech. The profile of the current user, the company’s profile and its ability to transform to reach a new audience are 3 of those he highlighted. For Sandoval, an effective digitalization of mediation has to be built on consistency, regardless of the way in which it interacts with the client, and anticipating at all times both the steps to be taken in the future and their context.<\/p>\n

Javier Echebarr\u00eda returned to the stage to give a presentation on customer experience management<\/em> in the insurance sector. The CEO of MailTecK & Customer Comms emphasized the importance for insurers of “meeting customer and agent demands” in a relationship that can be held anytime, anywhere and across multiple different devices. An effective customer experience means “responding in a timely manner, and often in real time, with a personalized response based on customer behavioral analytics,” he said. For Echebarr\u00eda, the goal is to provide the best experience with 360\u00ba vision by overcoming two barriers, mainly: the complexity caused by the high number of contact points and the “inconsistent and untimely communication” that occurs when, instead of omnichannel, management is simply multichannel.<\/p>\n

The last presentation of the morning was given by David Gri\u00f1\u00e1n, commercial director at
\n Customer Comms<\/a>
\n<\/strong>and Mois\u00e9s Fimat, senior consultant at
\n MailTecK<\/a>
\n<\/strong> & Customer Comms. Over the course of half an hour, both speakers explained how to generate “the best customer experience” with an Omnichannel Welcome Pack that includes an electronic signature and a 360\u00ba view of the welcome and contracting process.<\/p>\n

The day was rounded off with a round table discussion in which the figure of the customer and the design of personalized communication that allows “automatic management of the customer journey” were analyzed.[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

“What is customer experience?” This question was asked on several occasions by the speakers and attendees at the Customer Experience 360\u00ba conference organized by MailTecK & Customer Comms during the last Insurance Week, held at the end of February. The answers are varied, but one that rang out was: “What the customer experiences when interacting with a company or brand”. And at a time when consumers have so much power that everything revolves around their needs, it seems clear that the customer experience must be 360\u00ba, show total consistency regardless of the time or device they choose to use, and include all stakeholders in its development.<\/p>\n","protected":false},"author":13,"featured_media":6458,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[482],"class_list":["post-22325","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-corporate-news"],"acf":[],"yoast_head":"\nConference on Customer Experience 360\u00ba at the Insurance Week organized by INESE - Mailcomms Group<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mailcommsgroup.com\/en\/blog\/day-customer-experience-360th-week-insurance-2017\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Conference on Customer Experience 360\u00ba at the Insurance Week organized by INESE - Mailcomms Group\" \/>\n<meta property=\"og:description\" content=\""What is customer experience?" This question was asked on several occasions by the speakers and attendees at the Customer Experience 360\u00ba conference organized by MailTecK & Customer Comms during the last Insurance Week, held at the end of February. The answers are varied, but one that rang out was: "What the customer experiences when interacting with a company or brand". 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