DIGITAL CLIENT
EXPERIENCE
Kim Opheim, Applied
Stacey Miranda, Keal
Technology
Devona Allin, Canada
BrokerLink
Beth Sigurds...
Digital Client Experience
1 The phrase “digital client experience” conjures
up different mental pictures, different
though...
Digital Client Experience
3 You or your staff are in lots of broker
offices, can you tell us what digital
functionality yo...
Digital Client Experience
5 CSR24 has been gaining ground in Canada as a
method to allow clients to do some self-service.
...
Digital Client Experience
7 To get us all on the same page, would you
please define “social media” for us, in layman’s
ter...
Digital Client Experience
11 How many are taking advantage of the Live Chat?
12 What type of guidelines do you have around...
Digital Client Experience
16 Was there a cultural shift needed to get buy in
from staff?
17 Would you recommend this a “mu...
Digital Client Experience
21 What are the costs and what are the benefits?
22 What are some of the emerging trends driving...
Digital Client Experience
25 What do brokers need to do to be ready to
take advantage of these new trends?
The Digital Client Experience Some Brokers are Delivering
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The Digital Client Experience Some Brokers are Delivering

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Presented at ORBiT Real Time Days 2014
Panel discussion by:
• Kim Opheim, Applied Systems
• Stacey Miranda, Keal Technology
• Devona Allin, Canada BrokerLink
• Beth Sigurdson (for John Foreman), ePath Consulting

Bringing the digital world into the brokerage is a new frontier for many of us, so we thought we’d gather some brokers who have made some strides in social media, branding, mobile apps, website functionality or e-service to give you a glimpse of just what is being done today. Thankfully, we are an industry that openly shares what works and sometimes, what doesn’t work.

Published in: Marketing, Business, Technology
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The Digital Client Experience Some Brokers are Delivering

  1. 1. DIGITAL CLIENT EXPERIENCE Kim Opheim, Applied Stacey Miranda, Keal Technology Devona Allin, Canada BrokerLink Beth Sigurdson for John Foreman, ePath Consulting www.orbitcanada.ca
  2. 2. Digital Client Experience 1 The phrase “digital client experience” conjures up different mental pictures, different thoughts and different expectations depending on who you ask. Would you each kindly tell us what this phrase means to you? 2 John, you teach e-marketing, and consult with companies in various industries; would you please give us an overview of how brokers are using the online channel to conduct business.
  3. 3. Digital Client Experience 3 You or your staff are in lots of broker offices, can you tell us what digital functionality you are seeing now? 4 Keal has developed something they call the Keal CAP, which I believe allows brokers to have their clients access their own policy information through the website. Can you tell us a bit more about this functionality?
  4. 4. Digital Client Experience 5 CSR24 has been gaining ground in Canada as a method to allow clients to do some self-service. Can you tell us what clients are able to do and what seems to have the biggest traction with them? 6 If you were advising a broker who was thinking of taking the big step of investing in enabling functionality/self-service on your website, what is the one thing you would tell them to do/not do/think about?
  5. 5. Digital Client Experience 7 To get us all on the same page, would you please define “social media” for us, in layman’s terms? 8 Which of these mediums do you see as being relevant and viable in an insurance broker’s office? 9 What are some of the potential pitfalls? 10 Can you tell us how you told your clients Live Chat was available to them?
  6. 6. Digital Client Experience 11 How many are taking advantage of the Live Chat? 12 What type of guidelines do you have around when the Live Chat needs to end and another mode of communication needs to be started? 13 Is Live Chat available to customers 24/7? 14 What sort of documentation do you keep of those chats? 15 What do the brokers in the Call Centre think of Live Chat and Call me Now?
  7. 7. Digital Client Experience 16 Was there a cultural shift needed to get buy in from staff? 17 Would you recommend this a “must do” for broker offices? 18 Has texting with your clients been embraced in your brokerage? 19 What would our technology vendors like to add to this discussion? 20 What was involved in setting up the on-line payments?
  8. 8. Digital Client Experience 21 What are the costs and what are the benefits? 22 What are some of the emerging trends driving the digital client experience and what do brokers need to do to be ready to take advantage of them? 23 What would be the best advice you would give us if we were just designing or were redesigning our website today? 24 What do you think will be the trends for BMS’s in the next 2-3 years?
  9. 9. Digital Client Experience 25 What do brokers need to do to be ready to take advantage of these new trends?

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