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  • AIA Group uses AI based solutions to improve customer experience
    AIA, the largest independent publicly listed pan-Asian life insurance group, has built an artificial intelligence (AI) based claim solution with straight-through-processing (STP) to allow customers to focus on health recovery STP is an automated service done without any human intervention
  • The Impact of Digital Transformation on Customer Experience
    In this article, we’ll unpack how digital transformation within customer experience is redefining the business landscape and offer actionable insights and strategies for embracing digital innovation and transformation within your CX practice
  • AIA’s digital strategy moves on from transformation
    AIA is moving on from ‘digital transformation’ following what the insurance company deems a successful, three-year program to address its technology and data needs Now the focus is on embedding intelligence, including generative artificial intelligence, into distribution, operations and customer services
  • Climbing the mountain: The next chapter in AIA’s award . . .
    Technology to modernise and remove risks, digital to create an omni-channel experience with connectivity across all journeys, and next-gen data analytics platforms powering everything the insurer did, transforming AIA into a digital-first business that is robust and future-proofed
  • Insurance titan AIA embraces a cloud-based future to boost . . .
    AIA aims to transform through three distinct pillars: technology, digital services, and analytics (TDA) Bhandari describes the company’s TDA strategy as, “Providing the foundational technologies, modernizing our infrastructure core, meeting customer expectations, and using AI and analytics as much as possible to really delight the customer ”
  • Transforming to a digital future by connecting the customer . . .
    KPMG professionals helped connect AIA’s CX, operation models and technology with digital innovation by creating a tailored approach that aimed to reduce silos and cut through complexity to provide its customers with clarity and deliver against the desired customer outcomes
  • AIA goes ‘front-to-back’ in its transformation journey
    Like many FSIs in the throes of an enterprise-wide digital transformation program, AIA Australia has embraced an ‘agile tribe’ development model – utilising small, multidisciplinary and autonomous ‘squads’ working on a singular goal with whole-of-enterprise implications





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