What you’ll learn
1. Why better metrics can still mean a bad experience
Uptime, cycle time, and throughput may all improve even while customers are left hanging, repeating themselves, and losing trust. Learn how to spot the gap between operational performance and the experience policyholders actually have.
2. Where trust breaks during a claim
The claims journey begins with a stressful loss, not a form submission. See how mapping the emotional journey exposes the silence, repetition, and uncertainty that quietly drive customers away.
3. How to find the problem behind the complaint
A chatbot can’t fix a broken workflow. Follow one common claims complaint through Lean’s Five Whys to uncover the real root cause, and determine whether the right answer is process redesign, automation, or AI.
4. How to put AI in the right place and the right order
Start with the customer journey. Fix and standardize the workflow. Then use AI to accelerate what already works, with human support built in for the moments that matter most.
Ready to make transformation stick?
Get the full framework for mapping the customer journey, diagnosing root causes, and building claims workflows that are truly ready for AI.
