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Conference Agenda

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Keynote: How to Deliver Engaging, Innovative & Educational Content That Raises Loyalty & Trust
Keynote: Activating a Customer-Centric Strategy Across Your Organisation to Rise Above the Competition
Session One: Meet The Customer’s Requirements Without Excuses: Attract, Engage & Delight
To Serve Your Customer Appropriately, Know Exactly Who They Are
A Comprehensive Customer Journey Map – Detail Beyond Customer’s Digital Footprint Required!
Seamless Omnichannel Strategies That Consistently Engage
Building a Customer-Centric Insurance Company- As a community, how are we progressing? And what needs to change?
Utilise Social Media Platforms as a Powerful Tool to Interact Frequently with Your Customer Base
Gather Relevant and Revenue-Driving Feedback as part of a Continuous Improvement Plan
Session Two: The Power Of Technology: Purposeful & Practical Changes In Data Utilisation & Ai
Analysing Customer-Insight Data for Positive Yield
Driving Your Marketing Campaigns Forward with Effective Big Data Management
How Data Can Actually Boost Customer Experience
Transforming Legacy Systems in Pursuit of Single Customer View
Embrace AI or Become Obsolete?
Session Three: Striking A Chord: Inter-departmental Excellence & Collaboration
How Departments Must Come Together to Drive Engagement
Select the ‘Right’ Partners from the Insurtech Industry
Joint Q&A: Recruiting ‘Outsider’ Digital Talent to Raise Customer Engagement Potential
Presentation: Striving for Digital Transformation: Putting the Customer at the Centre of Digital Transformation to Guarantee its Success
Presentation: Head of Customer Engagement Focus: Customer Pain Point Eradication for a Smoother Customer Experience
Joint Q&A- The Human Element: Improve customer experience and distinguish your brand by finding the perfect blend of technology and human interaction.
Showcasing New Technology & Innovation That Improve Customer Engagement: Listen to quick-fire showcases of insurtech- Hear the latest ideas on the market and get inspired!
09.20
-
09.40
Activating a Customer-Centric Strategy Across Your Organisation to Rise Above the Competition
  • Ensure a customer centric culture and DNA are incorporated into the business at the centre of the organisation and operating models
  • Learn how companies have successfully motivated front-line employees to excellent customer service
  • Raise company customer-centricity through effective programmes of internal workshopping and education
  • Now you think you’ve done it, but how can this be measured and built upon further?
Meet the Customer’s Requirements Without Excuses: Attract, Engage & Delight
09.40
-
10.00
To Serve Your Customer Appropriately, Know Exactly Who They Are
  • Understand the modern customer’s behaviours and needs to tailor your insurance product, experience and engagement to exactly what they want
  • Understand the millennial and their latest behaviours and demands to serve them appropriately and win their custom
  • What’s new and how should you be adjusting your understanding in order to keep pace?
10.00
-
10.20
A Comprehensive Customer Journey Map – Detail Beyond Customer’s Digital Footprint Required!
  • Improve channel efficiency by mapping out your customers’ interactions to have a better understanding of your customer preferences
  • Maximise your data analytics capabilities and have full understanding of your customers’ journey
  • Gather emotional data at each point in their journey to dramatically improve understanding of the customer’s actions
  • Time to tear the map up and start again? When should you stop and re-think?
10.20
-
10.40
Seamless Omnichannel Strategies That Consistently Engage
  • From purchasing to claims, leverage 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 and achieve increased cross-selling opportunities
  • 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 traditional channels
10.40
-
11.10
Coffee Break & Networking
11.10
-
11.40
Joint Q&A: Building a Customer-Centric Insurance Company- As a community, how are we progressing? And what needs to change?
11.40
-
12.00
Utilise Social Media Platforms as a Powerful Tool to Interact Frequently with Your Customer Base
  • Specific strategies for facebook, whatsapp, Instagram and twitter- Where to focus time and resources to take advantage of selling and engagement opportunities
  • Engaging appropriately and swiftly with trusted SM teams
  • Effective techniques in handling negative feedback on public platforms
  • How do you ensure a ‘single voice’ that reflects your company values?
  • Appropriate resource allocation and training
12.00
-
12.20
Gather Relevant and Revenue-Driving Feedback as part of a Continuous Improvement Plan
  • What are the most effective means to gather feedback from customers? Calls/ emails/ online surveys/ face-face?
  • How can this data be fed back into the organisation and make impactful change on customer experience and engagement?
  • How have focus groups allowed insurers to refocus strategy?
  • What are the most sensible and convenient selection processes to gather focus groups?
  • How can providers measure the performance of written communications and content sent to customers?
12.20
-
1.30
Lunch & Networking
The Power of Technology: Purposeful & Practical Changes in Data Utilisation & AI
3.00
-
3.20
Analysing Customer-Insight Data for Positive Yield

Gaining customer insight with big data analytics provides predictions, shapes policy and builds trusted and engaging relationships between insurer and customer. Because of this strategic learning, insurers achieve positive outcomes such as solving customer problems real-time with the right approach, and upselling or cross-selling products.

 

  • Acquire a comprehensive understanding of customer behaviours, habits and needs from various sources and anticipate future behaviours to offer relevant products and to identify the right segmentations- The result? Increased sales
  • Use information gained from call-centre data, customer e-mails, social media and user forums to enable unique customer profiles
  • Hear the latest developments in analytic systems and their potential to intervene before anticipated negative actions
3.50
-
4.10
Driving Your Marketing Campaigns Forward with Effective Big Data Management
  • Practical examples of offering targeted products and services with the advantage of behavioural data improving relevancy of communications
  • How can personalized services and products such as lower priced premiums be developed?
  • Case studies on contacting the customer for special offers when they are likely to leave or circumstances change to increase retention
4.10
-
4.30
How Data Can Actually Boost Customer Experience
  • Hear the latest success stories and progress reports on the Health insurance companies and their apps and wearables. How are they using this data to proactively track their customers, and help their customers to manage health conditions/ chronic diseases? What are the latest lessons learned?
  • How are insurers using online questionnaires, customer histories, public records and other data sources in combination with big-data technologies to improve customer experience when making policy decisions? Is this a welcome change for the customer?
  • Customers are embracing driver apps, but what’s next to take this even further and improve positive engagement further?
  • Discover which sets of data you should prioritize to draw relevant insights that will have immediate impact on customer experience
4.30
-
5.00
Transforming Legacy Systems in Pursuit of Single Customer View
  • How can you ensure C-level buy in for legacy systems transformation?
  • Refine/ Re-engineer or build layers on top? — which is the best approach & the most cost- effective?
  • 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
  • Realise the goal here: Creating a ‘Single Customer View’ and improved customer tracking by intelligent data management
5.00
Coffee & Networking Break
4.30
-
5.00
Embrace AI or Become Obsolete?

Insurers are putting their trust in computers to have knowledge and abilities that humans don’t and embrace AI to complete narrow cognitive tasks. This should free resources for companies so that they can deliver higher-value work and services.

 

  • Examples of AI providing predictive consulting to enable better ‘round the clock’ customer service
  • The potential of chat bots and real-time feedback to deliver quality service and improve the business’ bottom line
  • How are companies leveraging this technology to improve internal processes and save time spent on mundane tasks?
  • What must your company integrate in terms of AI to keep up with industry trends and avoid becoming obsolete?
09.15
-
09.40
How to Deliver Engaging, Innovative & Educational Content That Raises Loyalty & Trust
  • Talking about insurance ‘without talking about insurance’
  • Value-add content pieces that keep your customers interested
  • The value of manoeuvring your customer between sites and social platforms and leading them to ultra-relevant product
  • When using third party platforms to reach the intended target audiences, how can you ensure the integrity of the message occurs?
Striking a Chord: Inter-Departmental Excellence & Collaboration
09.40
-
10.00
How Departments Must Come Together to Drive Engagement
  • Where should the drive for improving customer engagement come from?
  • What is the perfect storm? How can marketing, customer experience, operations and digital align strategic thinking for improved quality of customer engagement
  • The CMO’s role in orchestrating an overall company approach to improved customer engagement
  • Do you proscribe to customer-focused goals for colleagues’ annual goal setting?
10.00
-
10.20
Select the ‘Right’ Partners from the Insurtech Industry

Value-Add technologies that increase customer engagement.

 

  • What’s the starting point? Identifying exactly what your customer needs
  • Hear analytical processes of vetting the huge array of tech companies and their value-add
  • It’s all about the money- What’s the ROI required here? Facts and figures from around the industry
10.20
-
10.40
Joint Q&A: Recruiting ‘Outsider’ Digital Talent to Raise Customer Engagement Potential

Bringing in outsider industry perspectives can add fresh ideas to how your digital transformation can progress. What’s working in this respect? Let’s share how new blood has impacted positively on the business.

11.10
-
11.30
Networking Break
Striving for Digital Transformation
11.30
-
11.50
Putting the Customer at the Centre of Digital Transformation to Guarantee its Success
  • Understanding the first steps in creating a personalized and interactive customer experience through a Digital Transformation Programme worthy of millennial behaviours
  • The importance of ‘anchoring’ on the customer, and building a plan based on their needs and behaviours
  • Discussing why changing the traditional technology and development methods are key to an improved customer experience
Head of Customer Engagement Focus
11.50
-
12.10
Customer Pain Point Eradication for a Smoother Customer Experience

Case study examples of customer interactions and the continual improvement of these experiences. Compare processes to raise efficiency.

 

  • Purchase/ Claims/ Renewal/ Complaints?: Specific strategies to overcome them
  • What are the strategies in eradicating these pain points?
  • How can the process be strengthened by additional expertise or resources?
3.00
-
3.30
Joint Q&A- The Human Element: Improve customer experience and distinguish your brand by finding the perfect blend of technology and human interaction. Is it possible to blend digital experience with authentic, personalized human interaction? What part will AI ultimately play?
Showcasing New Technology & Innovation That Improve Customer Engagement
2.00
-
3.00
Technology Showcase

Listen to quick-fire showcases of insurtech- Hear the latest ideas on the market and get inspired!

09.20
-
09.40
Activating a Customer-Centric Strategy Across Your Organisation to Rise Above the Competition
  • Ensure a customer centric culture and DNA are incorporated into the business at the centre of the organisation and operating models
  • Learn how companies have successfully motivated front-line employees to excellent customer service
  • Raise company customer-centricity through effective programmes of internal workshopping and education
  • Now you think you’ve done it, but how can this be measured and built upon further?
Meet the Customer’s Requirements Without Excuses: Attract, Engage & Delight
09.40
-
10.00
To Serve Your Customer Appropriately, Know Exactly Who They Are
  • Understand the modern customer’s behaviours and needs to tailor your insurance product, experience and engagement to exactly what they want
  • Understand the millennial and their latest behaviours and demands to serve them appropriately and win their custom
  • What’s new and how should you be adjusting your understanding in order to keep pace?
10.00
-
10.20
A Comprehensive Customer Journey Map – Detail Beyond Customer’s Digital Footprint Required!
  • Improve channel efficiency by mapping out your customers’ interactions to have a better understanding of your customer preferences
  • Maximise your data analytics capabilities and have full understanding of your customers’ journey
  • Gather emotional data at each point in their journey to dramatically improve understanding of the customer’s actions
  • Time to tear the map up and start again? When should you stop and re-think?
10.20
-
10.40
Seamless Omnichannel Strategies That Consistently Engage
  • From purchasing to claims, leverage 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 and achieve increased cross-selling opportunities
  • 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 traditional channels
10.40
-
11.10
Coffee Break & Networking
11.10
-
11.40
Joint Q&A: Building a Customer-Centric Insurance Company- As a community, how are we progressing? And what needs to change?
11.40
-
12.00
Utilise Social Media Platforms as a Powerful Tool to Interact Frequently with Your Customer Base
  • Specific strategies for facebook, whatsapp, Instagram and twitter- Where to focus time and resources to take advantage of selling and engagement opportunities
  • Engaging appropriately and swiftly with trusted SM teams
  • Effective techniques in handling negative feedback on public platforms
  • How do you ensure a ‘single voice’ that reflects your company values?
  • Appropriate resource allocation and training
12.00
-
12.20
Gather Relevant and Revenue-Driving Feedback as part of a Continuous Improvement Plan
  • What are the most effective means to gather feedback from customers? Calls/ emails/ online surveys/ face-face?
  • How can this data be fed back into the organisation and make impactful change on customer experience and engagement?
  • How have focus groups allowed insurers to refocus strategy?
  • What are the most sensible and convenient selection processes to gather focus groups?
  • How can providers measure the performance of written communications and content sent to customers?
12.20
-
1.30
Lunch & Networking
The Power of Technology: Purposeful & Practical Changes in Data Utilisation & AI
3.00
-
3.20
Analysing Customer-Insight Data for Positive Yield

Gaining customer insight with big data analytics provides predictions, shapes policy and builds trusted and engaging relationships between insurer and customer. Because of this strategic learning, insurers achieve positive outcomes such as solving customer problems real-time with the right approach, and upselling or cross-selling products.

 

  • Acquire a comprehensive understanding of customer behaviours, habits and needs from various sources and anticipate future behaviours to offer relevant products and to identify the right segmentations- The result? Increased sales
  • Use information gained from call-centre data, customer e-mails, social media and user forums to enable unique customer profiles
  • Hear the latest developments in analytic systems and their potential to intervene before anticipated negative actions
3.50
-
4.10
Driving Your Marketing Campaigns Forward with Effective Big Data Management
  • Practical examples of offering targeted products and services with the advantage of behavioural data improving relevancy of communications
  • How can personalized services and products such as lower priced premiums be developed?
  • Case studies on contacting the customer for special offers when they are likely to leave or circumstances change to increase retention
4.10
-
4.30
How Data Can Actually Boost Customer Experience
  • Hear the latest success stories and progress reports on the Health insurance companies and their apps and wearables. How are they using this data to proactively track their customers, and help their customers to manage health conditions/ chronic diseases? What are the latest lessons learned?
  • How are insurers using online questionnaires, customer histories, public records and other data sources in combination with big-data technologies to improve customer experience when making policy decisions? Is this a welcome change for the customer?
  • Customers are embracing driver apps, but what’s next to take this even further and improve positive engagement further?
  • Discover which sets of data you should prioritize to draw relevant insights that will have immediate impact on customer experience
4.30
-
5.00
Transforming Legacy Systems in Pursuit of Single Customer View
  • How can you ensure C-level buy in for legacy systems transformation?
  • Refine/ Re-engineer or build layers on top? — which is the best approach & the most cost- effective?
  • 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
  • Realise the goal here: Creating a ‘Single Customer View’ and improved customer tracking by intelligent data management
5.00
Coffee & Networking Break
4.30
-
5.00
Embrace AI or Become Obsolete?

Insurers are putting their trust in computers to have knowledge and abilities that humans don’t and embrace AI to complete narrow cognitive tasks. This should free resources for companies so that they can deliver higher-value work and services.

 

  • Examples of AI providing predictive consulting to enable better ‘round the clock’ customer service
  • The potential of chat bots and real-time feedback to deliver quality service and improve the business’ bottom line
  • How are companies leveraging this technology to improve internal processes and save time spent on mundane tasks?
  • What must your company integrate in terms of AI to keep up with industry trends and avoid becoming obsolete?

Register Now

Claim your space before we sell out- Gain full access to all conference sessions and networking opportunities

09.15
-
09.40
How to Deliver Engaging, Innovative & Educational Content That Raises Loyalty & Trust
  • Talking about insurance ‘without talking about insurance’
  • Value-add content pieces that keep your customers interested
  • The value of manoeuvring your customer between sites and social platforms and leading them to ultra-relevant product
  • When using third party platforms to reach the intended target audiences, how can you ensure the integrity of the message occurs?
Striking a Chord: Inter-Departmental Excellence & Collaboration
09.40
-
10.00
How Departments Must Come Together to Drive Engagement
  • Where should the drive for improving customer engagement come from?
  • What is the perfect storm? How can marketing, customer experience, operations and digital align strategic thinking for improved quality of customer engagement
  • The CMO’s role in orchestrating an overall company approach to improved customer engagement
  • Do you proscribe to customer-focused goals for colleagues’ annual goal setting?
10.00
-
10.20
Select the ‘Right’ Partners from the Insurtech Industry

Value-Add technologies that increase customer engagement.

 

  • What’s the starting point? Identifying exactly what your customer needs
  • Hear analytical processes of vetting the huge array of tech companies and their value-add
  • It’s all about the money- What’s the ROI required here? Facts and figures from around the industry
10.20
-
10.40
Joint Q&A: Recruiting ‘Outsider’ Digital Talent to Raise Customer Engagement Potential

Bringing in outsider industry perspectives can add fresh ideas to how your digital transformation can progress. What’s working in this respect? Let’s share how new blood has impacted positively on the business.

11.10
-
11.30
Networking Break
Striving for Digital Transformation
11.30
-
11.50
Putting the Customer at the Centre of Digital Transformation to Guarantee its Success
  • Understanding the first steps in creating a personalized and interactive customer experience through a Digital Transformation Programme worthy of millennial behaviours
  • The importance of ‘anchoring’ on the customer, and building a plan based on their needs and behaviours
  • Discussing why changing the traditional technology and development methods are key to an improved customer experience
Head of Customer Engagement Focus
11.50
-
12.10
Customer Pain Point Eradication for a Smoother Customer Experience

Case study examples of customer interactions and the continual improvement of these experiences. Compare processes to raise efficiency.

 

  • Purchase/ Claims/ Renewal/ Complaints?: Specific strategies to overcome them
  • What are the strategies in eradicating these pain points?
  • How can the process be strengthened by additional expertise or resources?
3.00
-
3.30
Joint Q&A- The Human Element: Improve customer experience and distinguish your brand by finding the perfect blend of technology and human interaction. Is it possible to blend digital experience with authentic, personalized human interaction? What part will AI ultimately play?
Showcasing New Technology & Innovation That Improve Customer Engagement
2.00
-
3.00
Technology Showcase

Listen to quick-fire showcases of insurtech- Hear the latest ideas on the market and get inspired!

Don't miss out - register now

Claim your space before we sell out- Gain full access to all conference sessions and networking opportunities

How can you get involved?

Position yourself as an industry thought leader by speaking in front of your peers and networking with like-minded professionals.

To learn more, contact me:

Graham Proud

Graham Proud

Project Director
Insurance Nexus

Phone: +44 (0) 207 375 7221

Email: graham.proud@insurancenexus.com

Don't miss out - register now

Claim your space before we sell out- Gain full access to all conference sessions and networking opportunities