Jenn Kischell

VP of Workforce Engagement, Financial Wellness & Engagement
Metlife
Jenn Kischell serves as vice president of Workforce Engagement, a unit within MetLife’s Financial Wellness & Engagement organization, leading the charge to fuel U.S. voluntary benefits growth. With deep expertise, Kischell and her team execute the effective enrollment campaigns and drive employee engagement of MetLife’s robust benefits offerings for employers including providing customer care and support for the insurer’s latest digital products such as Upwise, an innovative financial wellness app. Kischell has been with MetLife for 17 years working across claims, product and distribution development, and workforce engagement. With more than 25 years of insurance experience, she keeps her finger on the pulse working with internal and external partners to deliver key enrollment strategy and communications as well as provide a variety of avenues to improve employees’ financial literacy. Kischell is responsible for ensuring an understanding of the evolving marketing, proactively responding to customer needs and wants, and supporting an infrastructure to drive successful sales and engagement with U.S. group benefits customers and their employees.

Sessions by Jenn Kischell

11:10 AM - 12:00 PM
Claims Track: Islander G 

How to Rapidly Launch Unified Customer Journeys Across All Channels Presented by Airkit 

Customer expectations for great CX are far outpacing insurance carrier’s rate of innovation. If providers don’t innovate fast, their customers will jump ship to a competitor. According to Accenture, 41% of surveyed P&C insurance customers who said they were satisfied with the way their claim was handled still reported they are likely to switch to another insurer. To transform their digital claims offering, insurance providers must provide a seamless, personalized experience across multiple engagement channels, including agent-assisted support and self-service. In this session, we will walk through the top 3 ways COVID-19 changed consumer behaviours for good; how to evaluate new CX platforms in order to drive innovative CX at speed; and real-life customer stories on how insurance providers increased CSAT and lowered costs with digital claims automation. 

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