GRUPO AGEAS PORTUGAL
simpler , more relevant customer journeys . Partnerships that generate value for all parties and , last but not least , that are relevant from a customer standing point , are always on the horizon .
The organisation has collaborated with several companies on the way to provide a relevant and emotional digital experience , and one of the most significant has been FullSix – an industry digital leader that has been working with Grupo Ageas Portugal for the past nine years .
“ FullSix , due to the vision and commitment of the CEO Erik Lassche , has been a fundamental partner in our digital journey , especially in regards to customer experience ,” says Vilela . “ FullSix has helped us shape our strategy , has boosted our digital marketing capabilities , and has helped us develop one of our most valuable digital assets : our Design System . We ’ ve been transparent with each other , and we ’ ve always had lots of fun . Grupo Ageas Portugal is the only insurer in the valuable FullSix customer portfolio , which for both parties is , at times , both an honour and a responsibility .”
The move has been the backbone of Grupo Ageas Portugal ’ s digital transformation journey – and the biggest challenge of that process has been to meet customer expectations and demands .
“ We are always eager to innovate , to deliver and to improve . Our ambition is very high . Addressing barriers to digital transformation of the key moments in customer journeys is the most difficult step . With that step taken , what follows is execution .”
There is still a long way to go in terms of data quality , information systems architecture and business processes . However , the biggest opportunity for transformation is not technical or technological : it is cultural . Evolving from legacy systems is critical , but it ’ s even more critical to embrace a non-legacy management culture . “ That ’ s what we ’ ve been doing for years at Grupo Ageas Portugal ,” Vilela says .
The future is digital Grupo Ageas Portugal ’ s ethos is committed to digitisation , both for its processes and work force – and for the customer . But that doesn ’ t mean the human element will be erased from the process . Instead , more technology will enable staff to concentrate on different aspects of their work .
130 September 2022