NN leaders talk AI and customer experience at Insurance Innovators Summit
On 16 November, NN Group leaders Lieke Luttmer and Tjerrie Smit took the stage at Insurance Innovators Summit in London, to share their expertise in the areas of customer experience and artificial intelligence (AI).
Insurance Innovators Summit brings together the incumbents and disruptors setting the innovation agenda within the insurance industry. Attendees discuss the most critical issues facing the industry today, such as disruptions in distribution, evolutions in AI, gamification and Web3.
Chief Customer & Commerce Officer, Lieke Luttmer, joined a panel discussion on ‘Putting customer needs first'. Lieke spoke about the role of people and culture challenge in digital transformation, the importance of transparency and “test & learn” culture, and what being a truly customer-centric insurer means.
Also at the event, NN Group's Chief Analytics Officer Tjerrie Smit took part in a fireside chat on ‘Next stage automation'. Tjerrie discussed how generative AI (GenAI) is transforming our day-to-day work and the wider industry, how to create a culture of innovation, and how NN applies GenAI to deliver an excellent experience for customers.
NN Group uses AI across our business units in support of both personal efficiency for our colleagues and in serving our customers. For example, our Fraud Risk Model (FRM) identifies various levels of potential risk for our teams to investigate, and we use ChatGPT to automatically generate summaries of customer service calls, saving valuable time on manual creation.