#AllstateMegastars Tech Experts 2022

Meet Srividya Subramanyam, one of our experts on Customer Experience (CX) as we discuss her passion and drive, and the trends shaping the CX journey. In her endeavour to nurture new innovations at Allstate that enrich CX, Srividya takes inspiration from eminent personalities such as Elon Musk and Jeff Bezos.

“Today customer experience is an integral part of any business. As we pivot towards adopting new models, some of the core attributes including providing personalized products, seamless omni-channel experience, advanced analytics and computing, and proactiveness are paving way for the future development of digital economy.”

As the Senior Manager for the Claims division, Srividya is also championing the use of analytics in predicting customer behaviour.

In the last 4 years, she has progressed from building the Auto technical and Law & Regulation teams to becoming the lead for the broader claims area by engaging the workforce, strategising and aiding transformation and growth.

Technology is redefining CX which is closely linked to Customer Behaviour. In her?own words:

“From a technology perspective, Allstate has used drone technology during natural calamities for estimating the damages to properties thereby providing real-time data & insights that deliver superior CX. Telematics is another area for the company that ensures the safety of drivers while also gathering critical information that can guide personalized suggestions and solutions.”

For Srividya,?developing a seamless omni-channel experience for the digital consumer is the foremost challenge that the industry is facing today. For example, aligning CX across channels such as mobile apps and websites for managing claims, categorises this problem statement.

Excited by the use of IoT in building personalized products and solutions, she is also an advocate for the company’s vision - ‘Allstate provides affordable, simple and connected protection solutions that empower customers to achieve their hopes and dreams’.

Srividya, in her role is also streamlining operations for the claims and litigation services for optimizing affordability in the digital business era.

“Insurance periodicals such as claims journals and articles from Harvard Business Review, McKinsey, and other sources including LinkedIn are helping me stay up to date from a tech development perspective in the industry,” she adds.

She evinces the customer insights hub for aspiring professionals to understand the happenings and learn from the plethora of information.?

Through thought leadership and business expertise accumulated over the years, Allstate India is building the workforce for the future as it continues to put CX at the heart of all its operations.

*The #AllstateMegastars Experts campaign is all about connecting the dots and collaborating for success. Reach out through the comments field below for sharing your ideas and or suggestions.?

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