Insurer aims to establish new industry benchmark for customer experience, talent upskilling
AIA Singapore is introducing workshops to boost its employees' customer experience capabilities under an upskilling programme developed with Singapore Airlines Academy.
The programme is expected to deliver a series of workshops designed for 20 to 25 participants. They will focus on:
- Customer Experience Transformation. A one-day workshop that will explore the emotional impact of everyday interactions, and understand the role of belief and mindset in service delivery, and commit to actions that uplift customer trust, satisfaction, and loyalty.
- Customer Experience Excellence. This is a follow-up workshop specifically for customer-facing and servicing roles to equip them with practical techniques to handle real-world service interactions.
"At the heart of our customer-centric philosophy, we believe world-class customer experience means anticipating and exceeding expectations, not just meeting them. We want to make things easy for our customers, build lasting trust, and delight them in every interaction," said Wong Sze Keed, CEO of AIA Singapore, in a statement.
AIA Singapore said it aims to establish a new industry benchmark for customer experience in the life insurance sector with its new upskilling programme.
"This landmark collaboration with Singapore Airlines Academy is a powerful testament to that commitment," Wong said.
"By fusing their iconic service standards with our customer-first approach, we're set to transform AIA Singapore's capabilities and significantly contribute to Singapore's vision for a highly skilled and adaptable workforce."
Meanwhile, AIA Singapore said the initiative also aims to underscore the company's people development and upskilling commitment in its culture.
"By embedding structured learning and continuous development into its operations, AIA Singapore is not only raising the bar for talent development, it is also profoundly reinforcing its customer-first philosophy," it said.
"This ensures every customer interaction is consistently marked by professionalism, empathy, and unparalleled service quality."
