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Reimagine Insurance Customer Experience

Keynote Sessions
08:30 - 09:00
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09:00 - 09:30
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09:30 - 10:00
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Patient Experience
08:30 - 09:00
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09:00 - 09:30
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09:30 - 10:00
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Customer Excellence
08:30 - 09:00
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09:00 - 09:30
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09:30 - 10:00
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Real World Evidence
08:30 - 09:00
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09:00 - 09:30
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09:30 - 10:00
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Workshops
08:30 - 09:00
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Speaker Logo speaker_name job_title comapny_name

09:00 - 09:30
Presentation_Title

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Section 1: The Roadmap to Becoming a Customer-Centric Insurer
08:30 - 09:00

This session will look at how Insurers can refocus their efforts onto the customer. Which areas of the business should be leading the charge and how can marketing influence the internal changes needed to achieve common goals - delivering real customer understanding and engagement.

Leaders from across the business will discuss the changes needed to be become fully customer-centric

08:30 - 09:00
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 have a clear understand of how do people organize around customer experience
  • A customer centric insurer is much more than a beautiful speech! Ensure you are building the right key measures for success that will have a significant impact on your company’s mindset
08:30 - 09:00
Transform Your Marketing, Operations and Sales Efforts to Address Today’s Consumer Expectations
  • Millennials have radically different expectation on how to buy, engage and interact with companies than the previous generations. Hear how research, voice and tone, imagery, channels, and overall strategies can set your organization apart — but only if you’re willing to rethink some preconceived notions about this critical target market!
  • Discover pragmatic tips on how millennials are 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 organization into a nimble and transparent company ready to interact with today’s consumer
08:30 - 09:00
Strengthening the Ties Between Customer & Employee; How to Engage Your Employees to Drive Improvements in Customer Experience
  • Overcome internal barriers to customer success by engaging with key stakeholders and influencers for collaborative objective-setting and agile working
  • Surveys, dashboards, KPIs and full immersion days. Discover what is the best strategy to bring the customer to 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 practices
08:30 - 09:00
Panel Discussion - Insurance Customers Take the Stage

This exclusive panel will bring millennials, traditional and corporate customers to discuss their view on insurance experience. This is your opportunity to directly interact with you customer’s and to hear common expectations and different engagement techniques.

08:30 - 09:00
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
  • From artificial intelligence to robotics, get the key insights on how insurers are adapting their systems and building speed, transparency and simple solutions
  • Where are the quick wins and how to ensure C-level buy in for legacy systems transformation?
08:30 - 09:00
Round Tables – Insurance Business Lines Roundtable Session

Delegates will break into groups based on their primary lines of insurance operations to discuss the key challenges facing the industry, share experiences and debate the best strategies for the future.

This session is an opportunity to benchmark across your industry, network with your closest peers at the event and gain targeted, relevant insight to take back to your team.

We’re going to split into groups to discuss:

  • P&C
  • Life & Health
  • Corporate & Reinsurance

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Section 2: Understand the New Omnichannel Reality and How Channels Are Changing – What Are the New Ways to Communicate?
08:30 - 09:00

Understand the overall strategy to map the customer journey, bringing the channels together with their differing priorities. What must Insurers do to deliver a seamless customer experience and how do tie-ins with brokers, agents and direct to customer change the picture.

08:30 - 09:00
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 more away from price competition
08:30 - 09:00
The Customer Dream Shopping Experience in Insurance: Connected, Immediate and Effortless
  • Design a channel environment that provides all the options, while keeping channel switching transparent for the customer
  • Fulfilling the omnichannel promise: the customer never has to repeat or re-enter information, never has to wait too long for a response, and always interacts with a person or system that understands the relationship and the context of the customer's request
  • Provide your brokers and agents with the digital tools to support customer’s buying experience, regardless of what channel that consumer enters the process.
08:30 - 09:00
Creating Seamless Omni-Channel Customer Engagement Strategies - Match Consumer Journey Preferences to Consistently Engage Customers
  • From purchasing to claims, leverage the different technologies to make personalized customer engagement a part of every customer touch point
  • Become more relevant to your clients and deliver a more effective communication by connecting digital data to life events
  • Bridge virtual and face-to-face touch points to engage clients. With fewer opportunities for face-to-face interaction, insurers must explore ways of connecting with your client across digital and traditional channels
08:30 - 09:00
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?
08:30 - 09:00
Panel Discussion: Delivering an Amazon-like Experience in a Low Interaction and Highly Regulated Industry
  • Listen to what Amazon can teach insurers about customer engagement, and applying those lessons in your organization
  • Discover where are the significant changes that insurers should be making to simplify the buying experience and deliver customer engagement
  • If you don’t do it, someone else will! With a rising number of Insurtechs focused on delivering a world class customer experience, this is the time to set a clear strategy to dramatically improve your relationship with your customer

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Section 3: Technology Driven, Insightful & Consistent Customer Engagement
08:30 - 09:00

How technology advancements allow Insurers to move from the simple acquisition and claims communication touchpoints to really engage and delight customers. What do IoT, Analytics, AI mean to traditional sales and retention and how can you maintain relevance through the whole customer lifecycle

08:30 - 09:00
Leveraging Connected Environments and IoT to Improve the Customer Experience, Deliver Value and Change the Game in Insurance
  • Take the leap from single customer interactions to long-term consistent strategies which foster engagement, drive customer success and deliver results
  • Use IoT to understand behaviour and risks of customers, allowing them to predict costs and adverse events, and offer products that are suited to their lifestyle
  • Listen to successful case studies of how insurers are boosting customer retention rates and keeping their best customers
08:30 - 09:00
Reshaping Customer Experience with Artificial Intelligence – Automated, Intelligent and Dynamic
  • Build value-add customer journeys that enable personalized and easy user experiences, avoiding pain points and delivering consistent experiences throughout the customer life cycle
  • Leverage artificial intelligence to predict where the interaction points are going to be and provide customized and relevant content to your customer
  • Drive efficiencies in the customer journey and transform the customers experience using machine learning and AI to achieve a single customer view
08:30 - 09:00
Chatbots – The Rise of The Automated Insurance Agent
  • Strengthen your customer engagement and gain valuable insights by driving hyper personalized customer experiences
  • Engage with customers in a dynamic conversation, enabling greater levels of personalization and proving relevant life events content
  • With large numbers of customers ready to but insurance on their phones, are you prepared to meet your customer’s demands for quick service through chatbots?

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Full speaker list • Full conference agenda • Audience breakdown

Section 4: Harnessing Data To Achieve a Full View of Your Customer
08:30 - 09:00

Data is a key tool to help achieve engagement, generating the 360-degree view of the customer – but how? What are the strategies & technologies you should be employing and how can you use the tools you already have?

08:30 - 09:00
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
08:30 - 09:00
Shaping Your Customer Experience: Data Strategies to Achieve a Single Customer View
  • With marketing, customer service and claims looking to different sets of data, how can insurers become a customer-centric organization?
  • Leverage different technologies to integrate different data sets in one unique data warehouse and allowing better channels integration
  • Discuss which external data sources will be most valuable for your organization, from IoT to social media to big data
08:30 - 09:00
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, building 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

Pre-order your event brochure

Full speaker list • Full conference agenda • Audience breakdown

Section 5: How to Bring Innovation, Engagement and a Customer Focus into Reality
08:30 - 09:00

A look at the lessons can Insurers learn from Fintech and other Customer-focussed industries. What are the business models needed to inform your engagement strategies?

08:30 - 09:00
What’s Next?! Harnessing New Technology, Social Media & Digital Platforms for Cost-Effective Customer Servicing Created Around Customer & Business Needs
  • Customers share data about life events on social media, so insurers need to leverage that opportunity: How to target your core customer segments across channels including Facebook, Spotify, Instagram and Pinterest.
  • How can social media be a valuable tool for customer service? Making it easy for customers (especially millennials) to talk to you through their native channels including Facebook messenger, Whatsapp and others
  • Mining social media for lead generation purposes, including attracting and identifying customers with self-defined problems. The role of social content to develop steps in the customer journey before they seek insurance products or expert advice.
08:30 - 09:00
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 valuable brand ambassadors.
08:30 - 09:00
Panel Discussion: InsurTechs - Partners or Competitors?
  • Identify a catalogue of Insurtech – what is out there, what does it look like in practice
  • How can you engage with the Insurtech community and what are the major risks?
  • How to align internal engagement and innovation
  • Put your organizational plans in to context and don’t get suckered by what is ‘shiny and new’ – identify the new technology, processes and skills that are right for your business and stick to it

Pre-order the detailed event brochure

Complete speaker line-up • Program for all tracks & sessions • Audience breakdown