With no physical branches, digital-first brands must rely on customer feedback and analytics to continuously refine their CX and improve digital engagement. Feedback, gained from both passive and active intercepts on digital channels, can be combined with operational data to build a 360-degree view of customers. These insights help to illuminate areas for innovation and secure stakeholder buy-in.

In this session, Sasha Fard, Director of Omnichannel Analytics at Assurant, will explain how he implemented an omnichannel feedback strategy to gain a deeper understanding of customers and digital engagement. We will discuss how he uses real-time insights to prioritize investments and gain stakeholder buy-in for digital CX initiatives. Learn how embedding CX accountability across teams and closing the loop on customer pain points can accelerate digital adoption and fuel long-term innovation.

Attendees will learn:

• Collecting & leveraging digital feedback for smarter decision-making: How real-time insights from apps, websites, and support channels help identify pain points and guide feature improvements.
• Securing stakeholder buy-in for CX investments: Learn how to turn customer insights into compelling business cases that align with company goals and secure funding.
• Driving digital engagement from onboarding & beyond: Explore practical strategies to help customers adopt and embrace digital tools early in their journey.