Delivering Unique Customer Experience via Technology
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Delivering Unique Customer Experience via Technology

Brian Powers, Customer Experience Officer, Likewize
Brian Powers, Customer Experience Officer, Likewize

Brian Powers, Customer Experience Officer, Likewize

Here at Likewize as CXO, I have a fabulous working relationship with the CIO, Dean Dawes. We initially aligned behind a strategy and Dean is one of the best partners I’ve ever had. A few key elements, which ensure that this working partnership is as productive as possible is being strategically aligned. The strategy set at Likewize set by CEO, Rod Millar is investment focused. We strive to invest in technology, and an unbelievable customer experience.We also refer to this experience as, effortless engagement. When a customer has a problem with their technology, what they want more than anything else is for the issue to be resolved as quickly, painlessly, and effortlessly as possible. By building the most intuitive systems, with the capabilities to deliver to our endusers the simplest processes, we will deliver an optimal experience.

  By building the most intuitive systems, with the
capabilities to deliver to our end users the simplest processes, we will
deliver an optimal experience   

 

For example, a recent initiative we employed is voice assistant claims submission. We want to make everything painless and there’s nothing more effortless than being able to speak to Siri, Alexa, or whoever your digital personal assistant is and ask them to fill in a claims form. So, our team used both innovation and imagination to create an app which enables anybody to fill in their insurance form by simply answering a few questions. Personal identification allows us to identify our users accounts with security questions leaving them without the hassle of filling out form after form. We have completely transformed the experience for the end users; what was once a frustrating experience that took hours can now be done in two to three minutes.

None of this could be done without a cohesive relationship between myself and the CIO. We continuously work together to ensure we are aligned and harnessing the power of technology to deliver an effortless experience. The only debates that arise are what new initiatives to implement first. Of course, we all have our favorites, but some will have a bigger impact than others. Overall, I couldn’t ask for a better professional relationship, and I am proud to say that at Likewize we are using customer experience as a differentiator in the tech industry.

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