Covid and the digitisation of customer experience

Customers have switched heavily to digital channels over the last seven months, and traditionally laggard insurers have responded by accelerating digital transformation initiatives. Our panel explores the importance of a frictionless customer journey and considers the areas where improvement can still be made


Gijsbert Cox, insurance lead, Appian
Roland Scharrer, chief technology innovation officer, Axa
Conny Kalcher, chief customer officer, Zurich
John Berry, chief risk officer, Allianz
Gareth Hemming, managing director, personal lines, Aviva
Dr Matt Connell, director of policy and public affairs, CII