Could digital actually bring us closer to customers?
The pace of our digital transformation has accelerated as a result of the pandemic crisis. We are looking to achieve a new equilibrium point, forging closer, yet “remote” relationships with customers.
During the strict lockdown, the CNP Assurances Group’s customers, partners and employees in France, Italy and Brazil tested out 100% remote relationships and working patterns – something they might not otherwise have ever done. There’s no question the unprecedented situation has dramatically accelerated changes in practices, processes and tools, and made them better.
Internally, we maintained the continuity of our business through homeworking and the remote operation of our multi-partner business model. In France, from the first minute of the lockdown, almost all our employees had to work from home. Homeworking remained widespread after the lockdown measures were officially eased, sparking discussions with our union partners on how work will be organised in the future.
Externally, digitalisation now extends to new stages of relationships with customers, as their behaviour has changed and they now do more of their business remotely than ever before. This dramatic shift has prompted us to simplify our formalities and streamline our processes. Could these improvements serve as an inspiration for our customer journeys? And could digital relationships become a channel on an equal standing with conventional solutions? A strategic initiative has been set up to explore policyholders’ shifting behaviours and tweaks to our customer experience.
We are building on the overhaul of our information systems architecture, in line with the latest market standards and looking with industry partners at ways to unlock the highest possible levels of efficiency and connectedness with customers.