Humanising communication and increasing client interaction in an automated world

Wednesday, 29 July 2020
9:30 am – 10:30 am
    • Jeff Heasman, Managing Director, Insurance Upskill

In a business landscape that is becoming increasingly automated and in which interaction with clients is becoming less, it is more important than ever to understand the importance of client “touchpoints” and how to make the most of them. Furthermore, the ability to humanise interaction and communication is more critical than ever.

This fun and interactive session will teach the essential skills of how to create “touchpoints”, humanise interaction and communication and so enhance the client journey to create a win-win situation for businesses and clients. The modern-day client expects services and not just products.

Online Booking
If you would like to join us for this free, 1 hour webinar, please use our online booking system by clicking on the Book Now button below.

Please note that this webinar will be run using Zoom technology and you may need to install relevant software onto your device in order to follow the webinar.

Full login details will be emailed to delegates when they reserve their place.

Learning Objectives

By the end of the session, participants will be able to:

  • identify opportunities to create “touchpoints” in the customer journey

  • understand the need to have a strategy for smarter and more human communication with clients when the opportunities arise

  • apply the skills taught to provide an overall service and not just a product

About our speaker
Jeff Heasman is a leading international trainer who specialises in communication skills within the insurance and financial services sector. Jeff is a certified practitioner in Neuro-Linguistic Programming (NLP) and a professional member of the Academy of Modern Applied Psychology.

In addition, Jeff holds a bachelor degree in laws from the University of Glamorgan and a master of laws degree from Swansea University, as well as a postgraduate certificate in teaching English language to adults.

Jeff spent many years in practice as a litigation executive, dealing with cases up to and including the Court of Appeal in London (England v IBC Vehicles Ltd) and as a senior liability adjuster at Crawford and Company. Subsequently he was Dean of the Faculty of Law at Cavendish University in Zambia, has been a tutor at Swansea University and a lecturer in international negotiation skills to MBA students at ESIC University in Spain.

Jeff now combines his experience and expert knowledge to provide communication skills training to prestigious organisations, companies and individuals throughout the world.


CII Accredited

This demonstrates the quality of an event and that it meets CII member CPD scheme requirements.

1 hour's CPD can be claimed for this event if relevant to your learning and development needs.

It is recommended that you keep any evidence of the CPD activity you have completed and upload copies to the recording tool as the CII may ask to see this if your record is selected for review. Details of the scheme can be viewed online at