WESLEYAN ASSURANCE SOCIETY
“ OUR APPROACH IS TO FIRST IDENTIFY WHAT THE ‘ END STATE ’ OR TARGET CUSTOMER EXPERIENCE IS THAT WE WANT TO DELIVER ”
— David Stewart , Group Chief Operating Officer , Wesleyan
112 two-year transformation journey , which aims to “ raise the bar ” of service delivery for customers .
Diversifying the company ’ s channel offerings has been an integral part of its tech transformation . Part of this focuses on customer-centric operations : Wesleyan has been pursuing omnichannel capabilities to bring freedom of choice to an increasingly diverse client base . Although it ’ s often easier to adapt services in theory than practice , due to the increasingly nuanced value of customer-centricity , Stewart states that the company is employing a relatively simple method to ensure its roadmap for innovation is correctly drawn : “ Our approach is to first identify what the ‘ end state ’ or target customer experience is that we want to deliver . What do we need to bring into the organisation , and where can we find efficiencies and smarter ways of doing things , either by developing capabilities in-house , calling on third parties where needed , or introducing automation to certain processes .”
PricewaterhouseCoopers ( PwC ) is one of Wesleyan ’ s key partners on developing a new tech strategy , particularly with an increased emphasis on data and analytics . Stewart explains : “ PwC has been instrumental to us building our ‘ data warehouse ’.
DECEMBER 2020