Post Office Insurance · Interactive meeting map

From the experience to deliver to the platforms required

A connected model of the customer lifecycle, business pillars, technology components and architecture, provider coverage and roadmap.

Great customer experience improves retention, encourages customers to buy more products over time, and creates a stronger insurance business.

Meeting agenda

1

Customer experience

What good looks like across the six lifecycle stages.

2

Delivery model

People, process, technology, governance and products are all required.

3

CX requirements

Customer experience components mapped to each lifecycle stage.

4

Technology

The same components arranged into layers.

5

Providers

Which platform portfolios cover the components.

6

Next steps

Refine requirements, score maturity, confirm providers and set the roadmap.

1. Customer experience

What good looks like across the six lifecycle stages

Customer promise

What the customer can do

    What good means here

    Commercial effect

    2. Delivery model

    What it takes to deliver the experience

    3. CX requirements

    Customer experience components by lifecycle stage

    4. Technology

    Technology architecture

    5. Providers

    Indicative provider component coverage

    Native: a first-party product. Extendable: an add-on or built on the vendor platform. None: no first-party route.The platforms shown here are candidates. Suitability and a recommendation follow the requirements validation and refinement in the next steps.

    6. Next steps

    Turn the model into selection criteria

    1

    Run the requirements validation and refinement

    Work through each component in detail against the target experience, regulation, the contact-centre model and the insurance core. This is the gate that turns candidates into an evaluation.

    2

    Score the candidate platforms against the requirements

    Assess each candidate on functional depth, interoperability, auditability, usability, cost and delivery risk, using the same component set across lifecycle, architecture and provider comparison.

    3

    Recommend and sequence the roadmap

    Choose the platforms, then sequence the buy, keep and retire decisions and phase the specialist components.