FWD continuously invests heavily in technology to improve customer experience.

Recently, FWD Group has announced a 5-year technology service collaboration agreement with Amazon Web Services (AWS) in line with FWD's cloud computing priority strategy.

This action clearly demonstrates FWD's "heavy" investment in technology to improve customer experience.

FWD Group continuously invests in improving technology to make customers' insurance journey more convenient and safer.

With AWS as its strategic cloud provider, FWD Group will continue to operate its core business applications, from finance applications to customer interfaces and financial advice, on the AWS cloud. The expanded collaboration with AWS will also provide FWD with greater flexibility, scalability and responsiveness as it transitions its data centers to the cloud.

“At FWD, cloud computing is not just an IT priority but a comprehensive strategy for the group,” said Sandeep Pandey, FWD Group Chief Technology and Operations Officer. “Our digital-first approach has enabled FWD to build infrastructure and capabilities that are not only secure on the cloud, but also fully integrated across departments and with key partners such as AWS. These platforms enable us to leverage generative artificial intelligence in an efficient, efficient and responsible manner, in line with our vision of changing the way people feel about insurance.”

Cloud technology has had a positive impact on FWD's software development and deployment, reducing deployment times and improving customer experience. By the end of 2023, FWD had migrated 97% of the group's applications to the cloud, up from 27% on December 31, 2020, with 93% of applications requiring migration.

Ms. Francessca Vasquez, Vice President of Generative AI Innovation Center and Professional Services, AWS, shared: “For more than a decade, AWS has been helping financial and insurance businesses around the world improve their ability to serve customers through cloud computing services and AI technology. The desire to exploit the potential of cloud and generative AI demonstrates FWD Group's commitment to digital transformation and customer centricity. With the reputation and capabilities of AWS, we are happy to continue to accompany FWD on the journey to promote innovation, optimize costs, increase efficiency and develop business.”

A practical example of collaboration with AWS includes FWD’s Omne application, which allows customers to proactively perform operations and make insurance claims online. The application has been highly appreciated by customers with positive satisfaction scores since its launch in 2022. AWS also supports FWD in developing a centralized financial center on cloud computing to serve the collection, analysis and processing of financial, investment and pricing data at FWD.

With FWD's technology platform, customers can proactively perform operations according to their needs.

Between 2021 and 2023, FWD saw a sharp increase in the number of employees taking cloud computing courses provided by technology partners. Among them, more than 600 FWD employees joined the AWS Skills Guild - a program that helps improve comprehensive cloud computing skills within the organization.

FWD’s cloud platform, which includes analytics, data management and AI, has helped the group improve performance and security. FWD Group’s cloud-first strategy is the foundation for harnessing generative AI to enhance customer experience and expand operations in acquisition, marketing, financial advisory operations and distribution channels, underwriting, claims and customer service. FWD began its AI journey in 2019 and now has nearly 200 AI models in use across the group, with more than 600 AI use cases in real-world deployment.

Source: https://baodautu.vn/fwd-lien-tuc-manh-tay-dau-tu-vao-cong-nghe-de-nang-cao-trai-nghiem-khach-hang-d215959.html