Digital transformation, accelerated by the COVID-19 pandemic, has had a profound impact on the insurance industry. In response to rapidly evolving customer needs and expectations, many insurance firms are embracing new digital technologies to stay competitive.
In this episode of the ISG Bots & Beyond podcast, host Wayne Butterfield is joined by Jason Cripps, Global Head Intelligent Automation and Operational Excellence at Zurich Insurance Company Ltd. Together they discuss some of the technology driven changes that will continue to shape the future of the Insurance Industry in years to come.
Wayne is an automation pioneer, initially starting out as an early adopter of RPA in 2010, creating one of the first Enterprise scale RPA operations. His early setbacks at Telefonica UK, led to many of the best practices now instilled across RPA centres of excellence around the globe. Customer centric at heart, Wayne also specialises in Customer Service Transformation, and has been helping brands in becoming more Digitally focused for their customers. Wayne is an expert in Online Chat, Social Media and Online Communities, meaning he is perfectly placed to help take advantage of Chat Bots & Virtual Assistants. More recently Wayne has concentrate on Cognitive & AI automation, where he leads the European AI Automation practice, helping brands take advantage of this new wave of automation capability.