11:00 AM - 11:30 AM BST  |  Tuesday May 24

Becoming the ‘Go-To’ Source for Intelligence: An RSA Group Case Study

James Gregory
Operational Insight Manager
Royal Sun Alliance

Keynote Session

RSA Group, one of the world’s oldest general insurers, use CallMiner to improve their customer experience (CX), prove the validity of internal decisions and leverage customer intelligence to inform organisation-wide change.

In this session, James Gregory from RSA will share how his team managed digital dropout rates and efficiencies. James will reveal their approach to optimising customer journeys through proactive outreach and discuss RSA’s methodology for delivering both tactical and strategic wins which led to their speech insight team becoming the trusted ‘go to’ source for intelligence throughout the business.