AXA
“ The relationship we build with our suppliers – and I would call them partners rather than suppliers – is very important to us ”
— Ash Shah , Global Program Director – Move to the Cloud , AXA
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Why is AXA undertaking such a significant investment ? “ Firstly , it ’ s for customer experience . We deal with customers through an omnichannel process : they need to have consistent experience .” For example , customers may wish to deal with a claim over the phone and then switch to live chat . “ We need to be able to receive data and respond to it in all manners , shapes and forms . Customers today are expecting a different experience of working with a global insurer ,” Shah adds , citing omnichannel as a key driver . “ We need to be able to respond to this change in a customer-centric manner .”
Every technology investment AXA makes involves extensive thought into how it will impact the customer . “ We make sure there ’ s really a business driver and value for what we ’ re investing and innovating in . We then start with a proof of concept , idea and trial before we really push something .” AXA ’ s cloud program is a prime example of this . “ We have to build new features , new products and new ideas onto the platforms . There we have the voice of the customer
MARCH 2019