Post by OWT - a Swisscom company

Last week, we spent an afternoon with health insurers tackling one of CX's most persistent challenges: fragmented customer interactions. 🤔 Together with Swisscom Business, we explored what it takes for insurers to move from siloed systems toward seamless, AI-driven customer engagement. A key topic of the evening: unifying customer data is an orchestration challenge, not a technology one. Stephan Kraus (Partner at OWT) and Mark Burow (Head CX Consulting at Swisscom B2B) demonstrated live how Salesforce and Genesys work together to make smart orchestration a reality for insurers. To round things off, Nils Hafner (Speaker, Blogger and Professor, HSLU) walked us through his CEX Trendradar 2026, giving an honest assessment of where CX stands today across technology and people. Missed the event? We'll be at the Salesforce Agentforce World Tour Zurich with Swisscom to continue the conversation on CX in health insurance and beyond. Join us there! #OWT #WeMakeItHappen #Salesforce #OWTEvent #Swisscom #Genesys #CustomerExperience #CX #HealthInsurance #Krankenversicherung