Webinar: Meet your customers expectations by optimising operations

Customer service expectations on insurers have never been higher. Policyholders now expect frictionless sales, service and claims journeys where their loyalty is valued.

Informed by the ease of digital services such as social and digital media, e-commerce, e-government and banking, they expect insurers to engage with them appropriately to improve their outcomes.

Staff members have similar expectations and want to engage customers and solve their needs quickly. By digitising simpler business processes, insurers can ensure they are operating as efficiently as possible.

Keeping up with this increasing expectation requires insurers to think differently.

The good news is that the size of the prize is significant, and when done right, insurers can remove costs while increasing throughput and customer and staff experiences. Optimising operations is a key business imperative made easier by cloud-native technologies.

Join us on Wednesday 26 May, as we look at how insurers are optimising their operations and streamlining business processes.


At the end of this webinar, attendees will be able to:

  • Define three strategic approaches and recite a business case for each
  • Demonstrate how to reorientate and map your insurance business around customer journeys
  • Illustrate your organisational capabilities where operational optimisation is most impactful


Registrations for this FREE webinar are now open. To register, click the 'register now' button and follow the prompts.

For further information about this professional development program, please contact Sara Cheong, Sponsorship Executive.

Visit ANZIIF webinars to find out what else is coming up. 


  • Forde Smith


    Forde Smith_Grayscale

    Forde Smith

    Strategic Insurance Executive - Salesforce Industries

    Forde has over 20 years experience in digital transformation in financial services, with a focus on Insurance, across strategy, design and delivery roles in Australia, UK and Asia, both within insurance companies and as a management consultant at partner level.

    He is passionate about modernising insurance and delivering benefits to customers, staff, shareholders abs stakeholders…helping companies improve their business processes and maximise their efficiency by providing them with the tools to connect with their customers, at any time, from anywhere.

    He specialises in engaging audiences in interactive surveys and responses as part of his presentations.

  • Richard Hatherall

    Bain & Company

    Richard Hatherall_Grayscale

    Richard Hatherall

    Head of Asia Pacific Customer Strategy & Marketing Practice
    Bain & Company

    Richard Hatherall is a partner in Bain & Company's Sydney office. He leads Bain's Asia-Pacific Customer practice and is a member of Bain's Financial Services practice. 

    Richard has 25 years of strategy consulting experience across Asia Pacific, North America and Europe.

    Richard is an expert in customer loyalty and customer experience transformation. He has supported customer-led transformation programs for leading organisations in Australia and globally.

    Richard's experience spans a wide range of industries with a primary focus on financial services, where he has deep expertise in retail banking, business banking, general and life insurance and wealth management. He specialises in growth strategy, customer experience, change management and performance improvement.

    He is a graduate of Cambridge University, where he studied economics.

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26 May 2021

  • Online
  • 12:00pm - 1:00pm AEST*
    *Please visit Time and Date to establish the start time in your local time zone.
  • Member FREE
    Non-Member FREE