HongLeong Insurance has driven digital transformation to bridge multi-generational gaps by creating seamless, accessible, and personalised experiences tailored to the unique needs of different age groups. Recognising the diversity in customer preferences, they developed an integrated digital platform that combines user-friendly mobile apps, self-service portals, and Ai-powered chatbots to offer efficient, round-the-clock service for younger, tech-savvy customers, while also maintaining traditional support channels for older generations who prefer face-to-face interactions.

This session will give insight on:

• Digitalising our processes. Knowing what processes to digitalise! Example of replacing voice channels for payment reminders
• Leveraging data analytics to understand the distinct behaviours and expectations of various demographics, ensuring relevant product offerings and communication strategies
• Addressing the concerns around internal fears on job losses - balancing innovation with personalized service
• Discussing the importance of connecting with both younger and older generations, building trust and inclusivity across their customer base.