GMC Software Technology today announced it is hosting a complimentary webinar featuring Forrester Research for Insurance industry professionals interested in gaining a better understanding of how quality communications with customers can help boost business and satisfaction.
The webinar, Insurers Fall Behind Modern Communications, will be held on Wednesday May 29 at 10:00am EDT (9:00am CDT) and will feature Craig Le Clair, vice president and principal analyst at Forrester Research, and Bill Parker, chief marketing officer for GMC. Le Clair, recognized internationally as an expert in business process management, will detail Forrester’s recent research findings that many insurance organizations still lag behind in developing communications that meet the shift in consumer behavior.
In a November 2012 GMC-commissioned study, Insurance Companies Falling Behind in Modern Communications, Forrester Consulting found that 70 percent of insurance companies cite Customer Communication Management (CCM) as a vital or integral part of their customer experience strategy. Communications processes must cross functional business unit and channel boundaries. Additionally, Forrester found that each segment of insurance requires a tailored approach to building sound communications plans. For example, customers are more likely to shop for property and casualty in online comparison sites versus life and annuity, where there is a greater emphasis on direct human interaction.
“Forrester’s research demonstrates the importance for insurance companies to invest in modern CCM systems that help differentiate their products and services to customers increasingly focused on simply shopping around for the lowest premium,” said Parker. “This webinar will focus on overcoming the challenges posed by legacy communication platforms and recommendations for modernizing customer communications.”
In this 60-minute webinar, participants will learn:
- What is customer communication management?
- The priorities for improved customer communications
- Challenges with the legacy communication infrastructure
- How insurance investment will blend new and traditional communications
- How transformation will save money (and require a mix of leaders)
- Key recommendations for moving to a next-generation communications infrastructure
Insurance professionals interested in attending can register for the webinar HERE