Gregg Feltham

Director, Customer Experience and Digital Delivery
Swiss Re

Gregg Feltham is a seasoned management consultant with more than 20 years’ experience in business transformation and performance improvement projects, including shared services and outsourcing. He has worked with a broad range of organisations in both the private and public sector across Europe and North America, focusing in recent years on global insurance industry companies based in Switzerland. He has managed multiple transformation engagements end-to-end – from vision through to implementation, working in cross-disciplinary teams involving stakeholders from senior executives to the front lines.

10:40 AM Swiss Re Group Operations From data to insights: An SSC’s journey into the new digital era

• Recognise and manage data/information as a ‘business resource’

• Understand ‘customer journeys’ incl. ‘moments of need’

• Align standards and data governance across divisions

• Build information management capabilities

• Drive sustained adoption

1:20 PM IDG Q: Design Meaningful Metrics for Your SSC

• Process specific performance vs enterprise unified performance focus across the business

• Identify financial performance goals within your SSC

• Drive an innovative culture for continuous improvement

• Measure customer experience and overall satisfaction

• Establish employee development and engagement

Check out the incredible speaker line-up to see who will be joining Gregg .

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