On 27 July 2021, head of MiWay Blink Christiaan Steyn spoke on the topic “The Bigger Picture” at the 2021 Insurtech Conference hosted by COVER.
The first of three speakers within Session 3: Insuretech – Think Again, Christiaan’s presentation acted as a reminder to financial services companies not to “bet the farm” when starting out on their digital transformation journey. “At MiWay Blink, we have benefited from creating a bit of a sandbox environment in which we have been able to build something new on a small scale that lives alongside the main MiWay Insurance brand. Because of this low-risk way of experimenting with new technologies, rating methodologies and ways of interacting with clients, we have been able to make adjustments rapidly when they were needed and to feed our success back into the existing business; thereby making the cake bigger,” advised Christiaan. He cautioned companies against losing critical thinking and emphasised the importance of tackling fewer projects well and getting them done right, while never losing sight of the importance of what success looks like: a seamless customer experience.
“Every digital initiative aims to solve a specific customer need,” he said, “so customer centricity should be at the core of both the design and the solution you are aiming to provide. It is important to let their experience lead the process.”
Addressing a fear that many of us have of bots replacing humans, Christiaan believes that as the world around us becomes more and more digitised, the human elements and emotional connection that leaves the customer with a feeling of satisfaction and comfort will become more and more valuable.. In the case of MiWay Blink’s emergency alert feature, a customer is left with a feeling of satisfaction and comfort after the trauma of a car accident when a call centre agent phones to find out whether they are okay and what assistance is needed, instead of the customer having to approach the call centre in a shocking state from the side of the road. It changes a transactional and often frustrating conversation into an emotional one.”