PW 2013 Presentation: How McCamish is Transforming Customer Experience and Service Models

Insurers are facing critical challenges in servicing their customers. For many insurers these challenges include; operations SLA Management, Customer Service, and Cost of Operations as a result of hosting policies on multiple policy administration systems. In this session, learn how Infosys McCamish overcame these challenges and is transforming the customer experience across its multiple service centers and lines of business by using a Unified Next Gen Customer Service Desktop predicated on Pega BPM.

  • How to effectively apply Next Gen Customer Service Desktop as a strategic alternative to closed block policy conversion
  • How to transform the servicing approach from being Policy Centric to Customer Centric
  • How to mitigate service costs and operational risks by creating metrics dashboards to proactively manage SLAs


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