RENÉ SCHOENAUER
CUSTOMER LOYALTY
The implementation of these technologies is not without challenges . Insurers must navigate complex data privacy regulations such as GDPR while ensuring the security of sensitive customer information .
Richard Hanscott , CEO of business communication specialist Esendex , adds : “ Trust has to be earned and businesses can build and maintain these relationships by understanding behaviour and preferences and adapting communications accordingly . Customers will share valuable data at every touchpoint and this can be analysed to understand the types of messaging that resonate , what makes them buy , and overall levels of satisfaction .”
AI-powered communication and omnichannel integration The technical infrastructure supporting customer communication has also evolved significantly . Insurers are increasingly adopting omnichannel strategies , integrating various communication platforms into a seamless experience .
Richard comments : “ We ’ re seeing a growth in the popularity of chat and rich messaging platforms like WhatsApp which offer insurers new ways to personalise the experiences their customers have with their brand . 90 % of respondents to our Connected Consumer survey reported that personalisation encourages them
RENÉ SCHOENAUER
TITLE : DIRECTOR OF EMEA PRODUCT MARKETING
COMPANY : GUIDEWIRE
INDUSTRY : INSURANCE TECHNOLOGY
LOCATION : EMEA
René Schoenauer is the Director of EMEA Product Marketing at Guidewire . He has over ten years of experience at the company and informs and influences the development of global product strategy , and oversees the go-to-market strategies for all EMEA markets . René holds a Diploma in Applied Mathematics from Hochschule Flensburg .