In the Life & Pensions sector - which has traditionally been product-led - customers are becoming more demanding, less patient, and increasingly expect the highest levels customer service. How can firms with often-complex products employ the growing opportunities for customer engagement that are being adopted elsewhere in financial services? What channels work best and how can data help deliver good customer outcomes? We discuss best practice and consider what can be learnt from other parts of the financial services world.
Henry Thompson, Policy Adviser, ABI
Ahmed Amin, Sales and Product Director, Hello Soda
Jez Groom, Founder, Cowry Consulting
Alasdair Rhind, Head of Retention and CRM, AEGON