Socio-emotional Agency in Machines: Building Human-Agent Playful Interactions
The Devil Is in the Details of Customer & Agent Interactions.
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Transcript of The Devil Is in the Details of Customer & Agent Interactions.
![Page 1: The Devil Is in the Details of Customer & Agent Interactions.](https://reader035.fdocuments.in/reader035/viewer/2022070516/5873d0ae1a28ab9d168b6305/html5/thumbnails/1.jpg)
The Devil is in the Details of Customer & Agent InteractionsTop 3 Pitfalls Destined to Demolish your Next Customer’s Insurer Experience
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2Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
Meet the Presenters
Paul CarrollCEO
Insurance Thought Leadership
Moderated by
MICHAEL KOLAR, Principal, Insurance, Capgemini Financial
Services Group
FABIEN LAMAISONHead of Odigo Product Marketing & Strategy,
Capgemini
JAMIE BISKERDirector of Insurance,
Salesforce
JOSH J. JANDRAIN, VP, Growth & Innovation, Berkshire
Hathaway Travel Protection
AMY RADINFormer Chief Marketing
Officer, AXA
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3Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The Customer Journey
![Page 4: The Devil Is in the Details of Customer & Agent Interactions.](https://reader035.fdocuments.in/reader035/viewer/2022070516/5873d0ae1a28ab9d168b6305/html5/thumbnails/4.jpg)
4Copyright © Capgemini 2014. All Rights Reserved
Global Product Marketing and Programs | Financial Services
The Devil: Top 3 Pitfalls for Agent to Know
1. Thinking insurance hasn’t changed
2. Not knowing your customer in context
3. Assuming customer experience is just marketing jargon
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