Your web browser is out of date! We recommend you update your browser to receive the best possible browsing experience.
Download your Brochure
Purchase Now

Conference Agenda

08:00 - 09:00
Registration Opens
09:00 - 09:05
Welcome Remarks

Insurance Nexus Mariana Dumont Head of New Projects Insurance Nexus

09:05 - 09:20
Chair Opening Remarks & Live Polling – The Customer Revolution is Here!
  • What stage are you in on your journey to customer engagement?
  • What do you think is the biggest obstacle to insurance customer engagement?
  • What percent of your customer strategy will be focused on policyholder engagement?

Aite Samantha Chow Senior Life and Annuities Analyst Aite

Building a Customer-Centric Insurance Company
09:20 - 09:40
Transform Your Marketing, Operations and Sales Efforts to Meet Today’s Consumer Expectations
  • Customer expectations are changing. We are continuously connected and expectations are shaped by the best of customer experience across all categories. Hear how data, insights and content can set your organization apart — but only if you’re willing to rethink some precon-ceived notions about insurance and the connected customer
  • Discover pragmatic tips on how the connected customer is interacting, researching, looking as a service, and how they want to interact with companies
  • Develop a step by step plan to transform an old, traditional and legacy-system riddled organ-ization into a nimble and transparent company ready to interact with today’s consumer

Travelers John H Bell Vice President Enterprise Digital Marketing Travelers

09:40 - 10:00
Enhancing Customer Interactions: Operationalizing Advanced Analytics, Behaviour Analytics and More
  • Whilst it’s easy to build predictive models, find people capable of doing text mining, build-ing a decision tree or developing neural network models, how can you deliver the expected customer benefits when the challenge is in the execution?
  • Strategies to overcome the challenges in operationalizing analytics, tools to get started at no cost and driving initial benefits
  • Once you’ve begun, how to keep up with the demand and continuously deliver benefits in a more mature analytical environment

JLT Group Douglas Turk Chief Marketing Officer JLT Group

10:00 - 10:20
Leveraging Your Legacy Systems in Pursuit of Customer-Centricity
  • Go beyond incremental change to transform your company into a customer-centric insurer. Listen to practical cases of how to reframe your legacy systems for the modern times
  • Get the key insights on how insurers are adapting their systems to build speed, transparency and simple solutions
  • Where are the quick wins and how to ensure C-level buy in for legacy systems transformation?

Ecrion Software Paul Schenkel Director of Strategic Partnerships Ecrion Software

10:20 - 10:40
Operating with a Customer Lens: A How-to Guide
  • In a crowded and highly competitive insurance marketplace, focusing on customer relationships is essential to long-term success. According to Gartner, 89% of companies expect to compete on customer experience; does your organization have what it takes to win?
  • Learn how leading insurers are delivering customer feedback throughout their organizations to drive continuous improvement and increased customer satisfaction.
  • Create a 360-degree view of the customer for your entire company that links customer experiences to the financial outcomes that matter.

Medallia Alex Glanz Senior Manager – Customer Experience Strategy Medallia

10:40 - 11:10
Coffee Break & Networking
10:40 - 10:50
Live Demo on Exhibition Floor – Content Square
11:10 - 11:40
Joint Q&A: Building a Customer-Centric Insurance Company

Travelers John H Bell Vice President Enterprise Digital Marketing Travelers

JLT Group Douglas Turk Chief Marketing Officer JLT Group

Ecrion Software Paul Schenkel Director of Strategic Partnerships Ecrion Software

Medallia Alex Glanz Senior Manager – Customer Experience Strategy Medallia

BOLT Solutions Eric Gewirtzman CEO BOLT Solutions

Moderator: Jacobson Margaret Resce Milkint Managing Partner Jacobson

11:40 - 12:00
The First Steps Towards a Customer Centric Insurer - Data-Driven and Collaborative Culture
  • Overcome the first big challenge of customer centricity: moving away from the product driven push to develop a corporate ability to truly understand the customer’s stated and tacit needs
  • Ensure a customer centric culture and DNA are incorporated into the business and each customer at the centre of the organization and operating models
  • What incredible customer experience can you provide to your insurance customers? Where can you take them?

Wawanesa Lisa Woznica Vice President Customer Experience Wawanesa

12:00 - 12:20
Driving the Customer Experience Nirvana in Insurance: Engaging Customers through Digital Transformation
  • Learn how data-driven customer insights provide a strong foundation for digital transformation
  • Discover how client experience can become more personalized and interactive, ready to serve the needs of today’s hyper-connected customers.
  • Insurers of every size can ensure that every customer interaction, irrespective of the channel, is a highly relevant, timely and cost-effective opportunity to drive profits, and increase customer satisfaction.

Pitney Bowes Chris Hall Vice President of Product Management for Customer Engagement Solutions Pitney Bowes

12:20 - 1:30
Lunch & Networking
1:30 - 1:50
A Comprehensive Customer Journey Map – Going Further Than Customer’s Digital Footprint
  • Improve channel efficiency by mapping out your customers’ interactions to have a better understanding of your customer preferences
  • Merge your data analytics capabilities with social observing tools such as ethnography to have full understanding of your customers’ journey
  • Gather emotional data at each point in their journey to dramatically improve customer experience and move away from price competition

Swiss Re Shelly Habecker Consumer Content and Engagement Specialist Swiss Re

1:50 - 2:10
Digitizing Insurance Operations: Putting the Customer at the Center of Digital Transformation
  • Why you need to re-frame the challenge, so you can anchor on the customer and digitize all the way
  • Understanding why changing the traditional technology and development methods are key to an improved customer experience

Appian Software Eileen Potter Marketing Manager Appian

2:10 - 2:40
Joint Q&A: The Journey Toward Greater Customer Centricity

Wawanesa Lisa Woznica Vice President Customer Experience Wawanesa

Swiss Re Shelly Habecker Consumer Content and Engagement Specialist Swiss Re

Pitney Bowes Chris Hall Vice President of Product Management for Customer Engagement Solutions Pitney Bowes

Appian Eileen Potter Marketing Manager Appian

Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

Understand the New, Changing Omnichannel Reality – How Should We Communicate Now?
2:40 - 3:00
A 360° View of How to Delight Your Customers
  • Listen how each part of the insurance business can work to utterly delight the customers
  • From hiring new talents to developing new products, build your company-wide customer strategy to gain a strong competitive advantage over the competition

Pure Insurance Katherine Frattarola Chief Marketing Officer Pure Insurance

3:00 - 3:20
Delivering Exceptional Digital Experiences – Mobile Focus
  • Mobile is the dominant channel for customer research, with purchase and customer support not far behind. Your web, app and messaging presence all must be ready and responsive or your customers will immediately go elsewhere looking for answers
  • Ensuring you satisfy the right mobile moments along the customer’s journey is essential to delivering memorable value and locking in loyalty – each touchpoint must leverage mobile’s unique proposition
  • Preparing for the rise of artificial intelligence and messaging platforms as consumers look for greater efficiency when interacting your business. Chatbots will soon become your most val-uable brand ambassadors

CCC David Bliss Senior Director CCC

3:20 - 3:50
Networking Break
3:50 - 4:10
Creating Seamless Omnichannel Strategies to Consistently Engage Customers
  • From purchasing to claims, leverage the different technologies to make personalized cus-tomer engagement a part of every customer touch point
  • Become more relevant to your clients and deliver a more effective communication by con-necting digital data to life events
  • Bridge virtual and face-to-face touch points to engage clients. With fewer opportunities for face-to-face interaction, explore ways of connecting with your client across digital and tradi-tional channels

CNA Insurance Emily Hathcoat Vice President of Corporate Marketing and Advertising CNA Insurance

4:10 - 4:30
Technology Counts, But Emotion Wins – and Keeps Customers
  • Even with the best digital interface, sometimes customers can’t relate. That’s because function isn’t enough
  • Products and brands have to deliver the emotional goods, too. Imagine Zappos without the service mantra. Or Apple without Siri. They just wouldn’t capture your attention and dollars in the same way
  • When you’re in a commoditized category like insurance, differentiation is the only path to winning on something other than price
  • Learn how companies add a human touch to distinguish their brands, make fans and win their categories

ConnectiCare Heidi Sirota Vice President of Marketing and Communications ConnectiCare

4:30 - 5:00
Joint Q&A: The Omnichannel Era

CNA Insurance Emily Hathcoat Vice President of Corporate Marketing and Advertising CNA Insurance

ConnectiCare Heidi Sirota Vice President of Marketing and Communications ConnectiCare

CCC David Bliss Senior Director CCC

Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

5:00
End of Day 1 & Networking Drinks
08:00 - 09:00
Registration Opens
09:00 - 09:05
Welcome and Introductory Remarks

Insurance Nexus Mariana Dumont Head of New Projects Insurance Nexus

09:05 - 09:15
Chairman’s Opening Remarks

Aite Samantha Chow Senior Life and Annuities Analyst Aite

09:15 - 09:40
Leading with Experience: Transforming Customer Service in a Digital World
  • Gain insights about how managing experiences and processes can lead to better customer outcomes
  • Discuss how evolving customer expectations and experience management are changing service models across the industry
  • Learn how teams across an organization can work together to enhance the customer experience and drive engagement
  • USAA Neal Rideout Vice President – Auto Insurance Experience Officer USAA

    Operationalizing Customer-Centricity
    09:40 - 10:00
    The Road to a Customer-Centric Insurer – Driving a Company-Wide Transformation
    • Define a clear strategy, operational processes, staffing and training requirements to become a ‘customer-centric insurer’ and ensure company-wide buy-in
    • Design customer-centric process that have immediate adoption by engaging with key areas of the business to gain a clear understanding of how people organize around customer experience
    • A customer centric insurer is much more than a beautiful speech! Build the right key measures for success that will have a significant impact on your company’s mindset

    Ameritas Brent Korte SVP Chief Marketing Officer Ameritas

    10:00 - 10:20
    Strengthening the Ties Between Customer and Employee; How to Engage Your Employees to Drive Improvements in Customer Experience
    • Overcome internal barriers to customer success by engaging with key stakeholders and influ-encers for collaborative objective-setting and agile working
    • Surveys, dashboards, KPIs and full immersion days: discover what is the best strategy to bring the customer into the day to day life of insurance executives
    • From insights to action! Ensure your organization is open to customer-centric innovative ideas from any part of the company, driving employee engagement and rewarding best prac-tices

    MetLife Claire Burns Chief Customer Officer MetLife

    10:20 - 10:40
    Drive Efficiencies in the Customer Journey and Transform the Customer Experience
    • Deliver advance digital transformation and automation initiatives by thinking beyond polished customer-facing platforms.
    • Uncover hidden, unexpected opportunities in the middle and back office to drive better business outcomes and improve customer experience
    • Discover how rethinking workflows can not only improve operational efficiency, but also create new product and service possibilities

    HyperScience Anatola He Vice President of Business Development HyperScience

    10:40 - 11:10
    Joint Q&A - Operationalizing Customer-Centricity

    Ameritas Brent Korte SVP Chief Marketing Officer Ameritas

    MetLife Claire Burns Chief Customer Officer MetLife

    Roost Roel Peeters CEO Roost

    Moderator: Sureify Dustin Yoder CEO Sureify

    11:10 - 11:30
    Networking Break
    11:30 - 11:50
    Translating Customer Data into Actionable Insights Which Drive CX Improvement
    • Discover which sets of data you should prioritize to draw relevant insights that will have immediate impact on customer experience
    • Learn how to move outside of the digital space to understand customers in a holistic way, merging different analytical techniques to understand where digital sits into the rest of their lives
    • How to translate customer insights into the business with clear and measurable KPIs

    CNO Financial Damion Harris Sr. Director, Marketing & Data Analytics CNO Financial

    11:50 - 12:10
    Shaping Your Customer Experience: Data Strategies to Drive Customer Engagement
    • With marketing, customer service and claims looking to different sets of data, how can in-surers become a customer-centric organization?
    • Why change management became the most important challenge to The Co-operators, and how they overcame it
    • How business units like Marketing and Distribution play a critical role in the success analyt-ics projects;

    The Co-Operators Clément Brunet Senior Director Business Intelligence Research and Innovation The Co-Operators

    12:10 - 12:30
    Harnessing Data to Improve Product Offerings in a Cost Effective and Customer-centric Manner
    • Discover how technology can help you to better assess the risk on specific locations, improv-ing the coverage for home insurance policies
    • Data derived solutions you can plug and play today – use one piece of home data to improve selection, pricing, as well as customer engagement
    • Demand the flexibility you need to deliver customer-centric solutions with an open ecosys-tem

    e2Value Todd Rissel Chairman & CEO e2Value

    12:30 - 1:30
    Lunch & Networking Break
    1:30 - 2:00
    Joint Q&A - Harnessing Data to Build the Future of Insurance

    CNO Financial Damion Harris Sr. Director, Marketing & Data Analytics CNO Financial

    The Co-Operators Clément Brunet Senior Director Business Intelligence Research and Innovation The Co-Operators

    e2Value Todd Rissel Chairman & CEO e2Value

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    Attracting and Retaining the Insurance Customer
    2:00 - 2:20
    Surviving Distribution Channel Disruption in an Omnichannel World
    • Understand how insurance carrier distribution strategies are changing as channels begin to merge together
    • Gain the tools necessary to utilize new emerging channels, integrate a variety of channels and create a successful distribution strategy
    • What are carriers and start-ups doing to disrupt D2C channels?

    Marsh Lori Nitschke Chief Marketing Officer of Global Risk and Specialties Division Marsh

    2:20 - 2:40
    Leveraging B2C and B2B Techniques to Attract and Engage Small Business
    • Small businesses are unique, and targeting them requires both traditional large-scale channels (like SEM, SEO), and direct outreach/account based marketing
    • Learn how Insurance is successfully combining different marketing strategies to attract and engage with companies with 1-20 employees

    Insureon Andrei Utkin Chief Marketing Officer Insureon

    2:40 - 3:00
    Getting Real -- What Customers Want
    • How do customers want to interact - do they even really want engagement?
    • Avoiding designing for the company, not the user
    • Historical precedent - lessons from other areas of financial technology

     KIN Sean Harper CEO and Founder KIN

    3:00 - 3:30
    Joint Q&A - Attracting and Retaining the Insurance Customer

    Insureon Andrei Utkin Chief Marketing Officer Insureon

    Marsh Lori Nitschke Chief Marketing Officer of Global Risk and Specialties Division Marsh

    Kin Sean Harper CEO and Founder Kin

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    3:30
    End of Day 2
    08:00 - 09:00
    Registration Opens
    09:00 - 09:05
    Welcome Remarks

    Insurance Nexus Mariana Dumont Head of New Projects Insurance Nexus

    09:05 - 09:20
    Chair Opening Remarks & Live Polling – The Customer Revolution is Here!
    • What stage are you in on your journey to customer engagement?
    • What do you think is the biggest obstacle to insurance customer engagement?
    • What percent of your customer strategy will be focused on policyholder engagement?

    Aite Samantha Chow Senior Life and Annuities Analyst Aite

    Building a Customer-Centric Insurance Company
    09:20 - 09:40
    Transform Your Marketing, Operations and Sales Efforts to Meet Today’s Consumer Expectations
    • Customer expectations are changing. We are continuously connected and expectations are shaped by the best of customer experience across all categories. Hear how data, insights and content can set your organization apart — but only if you’re willing to rethink some precon-ceived notions about insurance and the connected customer
    • Discover pragmatic tips on how the connected customer is interacting, researching, looking as a service, and how they want to interact with companies
    • Develop a step by step plan to transform an old, traditional and legacy-system riddled organ-ization into a nimble and transparent company ready to interact with today’s consumer

    Travelers John H Bell Vice President Enterprise Digital Marketing Travelers

    09:40 - 10:00
    Enhancing Customer Interactions: Operationalizing Advanced Analytics, Behaviour Analytics and More
    • Whilst it’s easy to build predictive models, find people capable of doing text mining, build-ing a decision tree or developing neural network models, how can you deliver the expected customer benefits when the challenge is in the execution?
    • Strategies to overcome the challenges in operationalizing analytics, tools to get started at no cost and driving initial benefits
    • Once you’ve begun, how to keep up with the demand and continuously deliver benefits in a more mature analytical environment

    JLT Group Douglas Turk Chief Marketing Officer JLT Group

    10:00 - 10:20
    Leveraging Your Legacy Systems in Pursuit of Customer-Centricity
    • Go beyond incremental change to transform your company into a customer-centric insurer. Listen to practical cases of how to reframe your legacy systems for the modern times
    • Get the key insights on how insurers are adapting their systems to build speed, transparency and simple solutions
    • Where are the quick wins and how to ensure C-level buy in for legacy systems transformation?

    Ecrion Software Paul Schenkel Director of Strategic Partnerships Ecrion Software

    10:20 - 10:40
    Operating with a Customer Lens: A How-to Guide
    • In a crowded and highly competitive insurance marketplace, focusing on customer relationships is essential to long-term success. According to Gartner, 89% of companies expect to compete on customer experience; does your organization have what it takes to win?
    • Learn how leading insurers are delivering customer feedback throughout their organizations to drive continuous improvement and increased customer satisfaction.
    • Create a 360-degree view of the customer for your entire company that links customer experiences to the financial outcomes that matter.

    Medallia Alex Glanz Senior Manager – Customer Experience Strategy Medallia

    10:40 - 11:10
    Coffee Break & Networking
    10:40 - 10:50
    Live Demo on Exhibition Floor – Content Square
    11:10 - 11:40
    Joint Q&A: Building a Customer-Centric Insurance Company

    Travelers John H Bell Vice President Enterprise Digital Marketing Travelers

    JLT Group Douglas Turk Chief Marketing Officer JLT Group

    Ecrion Software Paul Schenkel Director of Strategic Partnerships Ecrion Software

    Medallia Alex Glanz Senior Manager – Customer Experience Strategy Medallia

    BOLT Solutions Eric Gewirtzman CEO BOLT Solutions

    Moderator: Jacobson Margaret Resce Milkint Managing Partner Jacobson

    11:40 - 12:00
    The First Steps Towards a Customer Centric Insurer - Data-Driven and Collaborative Culture
    • Overcome the first big challenge of customer centricity: moving away from the product driven push to develop a corporate ability to truly understand the customer’s stated and tacit needs
    • Ensure a customer centric culture and DNA are incorporated into the business and each customer at the centre of the organization and operating models
    • What incredible customer experience can you provide to your insurance customers? Where can you take them?

    Wawanesa Lisa Woznica Vice President Customer Experience Wawanesa

    12:00 - 12:20
    Driving the Customer Experience Nirvana in Insurance: Engaging Customers through Digital Transformation
    • Learn how data-driven customer insights provide a strong foundation for digital transformation
    • Discover how client experience can become more personalized and interactive, ready to serve the needs of today’s hyper-connected customers.
    • Insurers of every size can ensure that every customer interaction, irrespective of the channel, is a highly relevant, timely and cost-effective opportunity to drive profits, and increase customer satisfaction.

    Pitney Bowes Chris Hall Vice President of Product Management for Customer Engagement Solutions Pitney Bowes

    12:20 - 1:30
    Lunch & Networking
    1:30 - 1:50
    A Comprehensive Customer Journey Map – Going Further Than Customer’s Digital Footprint
    • Improve channel efficiency by mapping out your customers’ interactions to have a better understanding of your customer preferences
    • Merge your data analytics capabilities with social observing tools such as ethnography to have full understanding of your customers’ journey
    • Gather emotional data at each point in their journey to dramatically improve customer experience and move away from price competition

    Swiss Re Shelly Habecker Consumer Content and Engagement Specialist Swiss Re

    1:50 - 2:10
    Digitizing Insurance Operations: Putting the Customer at the Center of Digital Transformation
    • Why you need to re-frame the challenge, so you can anchor on the customer and digitize all the way
    • Understanding why changing the traditional technology and development methods are key to an improved customer experience

    Appian Software Eileen Potter Marketing Manager Appian

    2:10 - 2:40
    Joint Q&A: The Journey Toward Greater Customer Centricity

    Wawanesa Lisa Woznica Vice President Customer Experience Wawanesa

    Swiss Re Shelly Habecker Consumer Content and Engagement Specialist Swiss Re

    Pitney Bowes Chris Hall Vice President of Product Management for Customer Engagement Solutions Pitney Bowes

    Appian Eileen Potter Marketing Manager Appian

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    Understand the New, Changing Omnichannel Reality – How Should We Communicate Now?
    2:40 - 3:00
    A 360° View of How to Delight Your Customers
    • Listen how each part of the insurance business can work to utterly delight the customers
    • From hiring new talents to developing new products, build your company-wide customer strategy to gain a strong competitive advantage over the competition

    Pure Insurance Katherine Frattarola Chief Marketing Officer Pure Insurance

    3:00 - 3:20
    Delivering Exceptional Digital Experiences – Mobile Focus
    • Mobile is the dominant channel for customer research, with purchase and customer support not far behind. Your web, app and messaging presence all must be ready and responsive or your customers will immediately go elsewhere looking for answers
    • Ensuring you satisfy the right mobile moments along the customer’s journey is essential to delivering memorable value and locking in loyalty – each touchpoint must leverage mobile’s unique proposition
    • Preparing for the rise of artificial intelligence and messaging platforms as consumers look for greater efficiency when interacting your business. Chatbots will soon become your most val-uable brand ambassadors

    CCC David Bliss Senior Director CCC

    3:20 - 3:50
    Networking Break
    3:50 - 4:10
    Creating Seamless Omnichannel Strategies to Consistently Engage Customers
    • From purchasing to claims, leverage the different technologies to make personalized cus-tomer engagement a part of every customer touch point
    • Become more relevant to your clients and deliver a more effective communication by con-necting digital data to life events
    • Bridge virtual and face-to-face touch points to engage clients. With fewer opportunities for face-to-face interaction, explore ways of connecting with your client across digital and tradi-tional channels

    CNA Insurance Emily Hathcoat Vice President of Corporate Marketing and Advertising CNA Insurance

    4:10 - 4:30
    Technology Counts, But Emotion Wins – and Keeps Customers
    • Even with the best digital interface, sometimes customers can’t relate. That’s because function isn’t enough
    • Products and brands have to deliver the emotional goods, too. Imagine Zappos without the service mantra. Or Apple without Siri. They just wouldn’t capture your attention and dollars in the same way
    • When you’re in a commoditized category like insurance, differentiation is the only path to winning on something other than price
    • Learn how companies add a human touch to distinguish their brands, make fans and win their categories

    ConnectiCare Heidi Sirota Vice President of Marketing and Communications ConnectiCare

    4:30 - 5:00
    Joint Q&A: The Omnichannel Era

    CNA Insurance Emily Hathcoat Vice President of Corporate Marketing and Advertising CNA Insurance

    ConnectiCare Heidi Sirota Vice President of Marketing and Communications ConnectiCare

    CCC David Bliss Senior Director CCC

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    5:00
    End of Day 1 & Networking Drinks

    Purchase the Post-Conference Materials

    Event Presentations • Event Audio • On Demand Subscription

    08:00 - 09:00
    Registration Opens
    09:00 - 09:05
    Welcome and Introductory Remarks

    Insurance Nexus Mariana Dumont Head of New Projects Insurance Nexus

    09:05 - 09:15
    Chairman’s Opening Remarks

    Aite Samantha Chow Senior Life and Annuities Analyst Aite

    09:15 - 09:40
    Leading with Experience: Transforming Customer Service in a Digital World
  • Gain insights about how managing experiences and processes can lead to better customer outcomes
  • Discuss how evolving customer expectations and experience management are changing service models across the industry
  • Learn how teams across an organization can work together to enhance the customer experience and drive engagement
  • USAA Neal Rideout Vice President – Auto Insurance Experience Officer USAA

    Operationalizing Customer-Centricity
    09:40 - 10:00
    The Road to a Customer-Centric Insurer – Driving a Company-Wide Transformation
    • Define a clear strategy, operational processes, staffing and training requirements to become a ‘customer-centric insurer’ and ensure company-wide buy-in
    • Design customer-centric process that have immediate adoption by engaging with key areas of the business to gain a clear understanding of how people organize around customer experience
    • A customer centric insurer is much more than a beautiful speech! Build the right key measures for success that will have a significant impact on your company’s mindset

    Ameritas Brent Korte SVP Chief Marketing Officer Ameritas

    10:00 - 10:20
    Strengthening the Ties Between Customer and Employee; How to Engage Your Employees to Drive Improvements in Customer Experience
    • Overcome internal barriers to customer success by engaging with key stakeholders and influ-encers for collaborative objective-setting and agile working
    • Surveys, dashboards, KPIs and full immersion days: discover what is the best strategy to bring the customer into the day to day life of insurance executives
    • From insights to action! Ensure your organization is open to customer-centric innovative ideas from any part of the company, driving employee engagement and rewarding best prac-tices

    MetLife Claire Burns Chief Customer Officer MetLife

    10:20 - 10:40
    Drive Efficiencies in the Customer Journey and Transform the Customer Experience
    • Deliver advance digital transformation and automation initiatives by thinking beyond polished customer-facing platforms.
    • Uncover hidden, unexpected opportunities in the middle and back office to drive better business outcomes and improve customer experience
    • Discover how rethinking workflows can not only improve operational efficiency, but also create new product and service possibilities

    HyperScience Anatola He Vice President of Business Development HyperScience

    10:40 - 11:10
    Joint Q&A - Operationalizing Customer-Centricity

    Ameritas Brent Korte SVP Chief Marketing Officer Ameritas

    MetLife Claire Burns Chief Customer Officer MetLife

    Roost Roel Peeters CEO Roost

    Moderator: Sureify Dustin Yoder CEO Sureify

    11:10 - 11:30
    Networking Break
    11:30 - 11:50
    Translating Customer Data into Actionable Insights Which Drive CX Improvement
    • Discover which sets of data you should prioritize to draw relevant insights that will have immediate impact on customer experience
    • Learn how to move outside of the digital space to understand customers in a holistic way, merging different analytical techniques to understand where digital sits into the rest of their lives
    • How to translate customer insights into the business with clear and measurable KPIs

    CNO Financial Damion Harris Sr. Director, Marketing & Data Analytics CNO Financial

    11:50 - 12:10
    Shaping Your Customer Experience: Data Strategies to Drive Customer Engagement
    • With marketing, customer service and claims looking to different sets of data, how can in-surers become a customer-centric organization?
    • Why change management became the most important challenge to The Co-operators, and how they overcame it
    • How business units like Marketing and Distribution play a critical role in the success analyt-ics projects;

    The Co-Operators Clément Brunet Senior Director Business Intelligence Research and Innovation The Co-Operators

    12:10 - 12:30
    Harnessing Data to Improve Product Offerings in a Cost Effective and Customer-centric Manner
    • Discover how technology can help you to better assess the risk on specific locations, improv-ing the coverage for home insurance policies
    • Data derived solutions you can plug and play today – use one piece of home data to improve selection, pricing, as well as customer engagement
    • Demand the flexibility you need to deliver customer-centric solutions with an open ecosys-tem

    e2Value Todd Rissel Chairman & CEO e2Value

    12:30 - 1:30
    Lunch & Networking Break
    1:30 - 2:00
    Joint Q&A - Harnessing Data to Build the Future of Insurance

    CNO Financial Damion Harris Sr. Director, Marketing & Data Analytics CNO Financial

    The Co-Operators Clément Brunet Senior Director Business Intelligence Research and Innovation The Co-Operators

    e2Value Todd Rissel Chairman & CEO e2Value

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    Attracting and Retaining the Insurance Customer
    2:00 - 2:20
    Surviving Distribution Channel Disruption in an Omnichannel World
    • Understand how insurance carrier distribution strategies are changing as channels begin to merge together
    • Gain the tools necessary to utilize new emerging channels, integrate a variety of channels and create a successful distribution strategy
    • What are carriers and start-ups doing to disrupt D2C channels?

    Marsh Lori Nitschke Chief Marketing Officer of Global Risk and Specialties Division Marsh

    2:20 - 2:40
    Leveraging B2C and B2B Techniques to Attract and Engage Small Business
    • Small businesses are unique, and targeting them requires both traditional large-scale channels (like SEM, SEO), and direct outreach/account based marketing
    • Learn how Insurance is successfully combining different marketing strategies to attract and engage with companies with 1-20 employees

    Insureon Andrei Utkin Chief Marketing Officer Insureon

    2:40 - 3:00
    Getting Real -- What Customers Want
    • How do customers want to interact - do they even really want engagement?
    • Avoiding designing for the company, not the user
    • Historical precedent - lessons from other areas of financial technology

     KIN Sean Harper CEO and Founder KIN

    3:00 - 3:30
    Joint Q&A - Attracting and Retaining the Insurance Customer

    Insureon Andrei Utkin Chief Marketing Officer Insureon

    Marsh Lori Nitschke Chief Marketing Officer of Global Risk and Specialties Division Marsh

    Kin Sean Harper CEO and Founder Kin

    Moderator: Aite Samantha Chow Senior Life and Annuities Analyst Aite

    3:30
    End of Day 2

    Purchase the Post-Conference Materials

    Event Presentations • Event Audio • On Demand Subscription