103 Moving Service To The App Store

Session 2: Service & Operations

“Moving Service Functions from the Call Center to the App Store”

We still primarily serve our customers in a business model defined by answering inbound phone calls, managing forms, and opening lock boxes. However, the entire world, including seniors, is rapidly shifting to an app economy. The AARP found that individuals over 50 dramatically increased their adoption of smartphones, tablets, and wearable devices during the pandemic. Today, 97% of individuals over the age of 50 report owning at least one primary digital device. How will expectations change for modes and hours of communications? Will payment expectations shift from ACH to Venmo? What opportunities does this present for better meeting the needs of retirees?

Connect with the Panelists:

Zainab Noorali, Infosys, Moderator
Bobbie Shrivastav, Benekiva
Peter Sanderson, Socotra
Manisha Bhargava, Innoveo
Galya Appell, AmeriLife


Learn more about Nassau Re/Imagine: imagine.nfg.com

Connect with us: https://www.linkedin.com/showcase/nassau-reimagine


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This information is provided by Nassau for informational purposes only and is not meant to provide any legal, tax, or investment advice. It is not intended to advertise, market or promote third party products or services. Nassau and our sponsors do not endorse and are not responsible or liable for any third party content, advertising, products, services or other materials from such third parties. Symetra® is a registered service mark of Symetra Life Insurance Company.

‘Symetra® is a registered service mark of Symetra Life Insurance Company.’

Laura Dinan Haber103 Moving Service To The App Store