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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!
07.30
-
09.00
Registration and Welcome Coffee
09.00
-
09.10
Welcome and Introductory Remarks

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

Session One: Delighting The Modern Customer With Excellent Experiences
09.10
-
09.45
The New Battleground: Customer Experience
  • Use CX to change the culture of your company
  • Listen & ACT
  • Build an ecosystem around your customer needs

Zurich Monika Schulze Global Head of Customer & Digital Experience Zurich

09.45
-
10.10
Delighting Customers with Artificial Intelligence

DataRobot André Balleyguier Chief Data Scientist EMEA DataRobot

10.10
-
10.25
Speaker Q&A

Zurich Monika Schulze Global Head of Customer & Digital Experience Zurich

DataRobot André Balleyguier Chief Data Scientist EMEA DataRobot

Moderator: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

10.30
-
11.10
Morning Coffee Break (Introduced by Better Than Paper)
Session Two: Joined-Up Engagement Platforms That Balance Digital & Human Potential
11.10
-
11.30
Enough of theory and insurtech buzzwords, let’s talk about real digital insurance projects
  • Health Scoring with underlying risk models for accelerated underwriting and PAYL
  • Digital engagement features for customer retention and acquisition

dacadoo Lukas Ammann Director dacadoo

11.30
-
11.55
The Problem with Broker Engagement…
  • Maximising the capability CRM systems
  • How we build broker profiles and interests
  • Integrating Sales and Marketing to provide a more joined-up engagement platform with brokers

AXA Insurance Alasdair Stewart Marketing & Communications Director AXA Insurance

11.55
-
12.20
Finding the right balance

With so much focus on digital, omnichannel and efficiency, what is the right balance between system and human interaction? Al explains his experiences in helping improve customer touchpoints using the right balance between digital and human interactions.

Cardif Pinnacle Al Hadfield Chief Operating Office Cardif Pinnacle

12.20
-
12.40
Speaker Q&A

dacadoo Lukas Ammann Director dacadoo

AXA Insurance Alasdair Stewart Marketing & Communications Director AXA Insurance

Cardif Pinnacle Al Hadfield Chief Operating Office Cardif Pinnacle

Moderator: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

12.40
-
14.00
Networking Lunch (NB: VIP Lunch hosted by Hitachi in Prescot Room)
Session Three: The Evolution of Engagement & Content Strategies
14.00
-
14.30
The Role of Content in Insurance: Raising Brand Awareness & Levels of Trust for Your Organisation
  • How do we raise brand awareness?
  • Driving qualified traffic and leads, and in turn the role it plays in engaging and building trust with your customers
  • The importance of high quality content for the industry, and the associated benefits of investing time and skill in this area
  • Myth busting

AXA Direct Marie McKelvie Head of Content & Creative AXA Direct

14.30
-
15.00
Analysing Consumer Behaviour & Psychology In Order to Build A Roadmap to Successful Marketing

Richard Summers Research Director Crowdcat

15.00
-
15.15
Speaker Q&A

AXA Direct Marie McKelvie Head of Content & Creative AXA Direct

Richard Summers Research Director Crowdcat

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

15.15
-
15.45
Afternoon Coffee and Networking Break
Session Four: True Understanding of the Customer & Appropriate Engagement
15.45
-
16.15
Pursuing a single customer view despite the challenges of legacy systems

Creating and maintaining a single customer view is a huge challenge for insurers for a number of reasons, not least the legacy infrastructure and the inconsistent and unconnected data held in those systems. Focusing on corporate insurance, this presentation will provide insights and practical examples on how to leverage both external and internal data to help create the single customer view, as well as advantages for both customers and insurers in deploying this approach across the organization.

Generali Giovanni di Meo Head of Business Development Generali

Dun & Bradstreet Marcus Jemmett Master Data Consultant Dun & Bradstreet

16.15
-
16.40
Tech and Customer Engagement: Making it Human

So-Sure Dylan Bourguignon CEO So-Sure

16.40
-
16.55
Speaker Q&A

Generali Giovanni di Meo Head of Business Development Generali

Dun & Bradstreet Marcus Jemmett Master Data Consultant Dun & Bradstreet

So-Sure Dylan Bourguignon CEO So-Sure

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

16.55
-
17.30
Roundtable Debates

The room will split between two debates:

  1. Building a Customer-Centric Insurance Company- As a community, how are we progressing? And what needs to change?
  2. 2) 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?

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

17.30
-
17.40
Roundtable Feedback
17.40
-
17.45
Chairperson’s Summary

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

17.45
-
19.00
Networking Drinks
09.00
-
09.10
Chair’s Introduction

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

Session Five: Taking Responsibility for Driving Innovation Forwards Within Your Organisation
09.10
-
09.35
This Whole Agile Thing and The CMO’s Role in Driving Digital Transformation
  • What is Agile?
  • The Digital Paradox; how the Post It note is the CMO’s most important tool!
  • Developing from Financial Services to Technology company mind-set, digital transformation is a journey not a destination!

Wesleyan Robin Gibson Group Head of Marketing Wesleyan

09.35
-
10.00
Technology Alone is Not Enough

Gary Hueting will talk about Co-op Insurance's incredible journey without technology to transform their customers' experience. With the understandable hype around what technology can do for our customers it's tempting to wait for these solutions to land. Gary's message is that you don’t have to wait for your overloaded IT department - you can create momentum and change NOW in your organisation that can deliver dramatic results. The organisational skills and customer focus culture this develops will equally help ensure you make the most out of any future technology investments.

Co-Op Insurance Gary Hueting Chief Operating Officer Co-Op Insurance

10.00
-
10.25
Make the Difference with Real-Time Data Integration

We live in a world where instant decision is paramount. Customer service expectations are at the highest standard and competitors are using any opportunity to make a difference both in servicing customers better and in leveraging any available data to refine pricing being more selective and / or better understanding customer needs, thus being more successful in offering the most suitable product and achieving better idealisation.

In such world, standard analytics are no more enough, providing in many cases an outdated view both to the automated decision-making process and to the customers. Only a big data analytics capability deeply integrated with the business processes can enable an organisation to really step up meeting the customer’s expectations and the sophistication required to compete.

AXA UK&I Carlo Nebuloni Transformation Director AXA UK&I

10.25
-
10.40
Speaker Q&A
10.40
-
11.10
Coffee & Refreshments
Session Six: Case Study Examples of Unique Engagement Initiatives
11.10
-
11.40
Surviving the Digital Transformation Revolution
  • Key challenges to the insurance business model
  • Insuretech, hype vs reality
  • How should insurers respond to the challenge?

RSA Steven Zuanella Group Chief Digital Officer RSA

11.40
-
12.10
How Can Sport Sponsoring Increase Customer Engagement?
  • The challenge of basing a sponsoring strategy on rare events
  • How sport sponsoring activities strengthen the brand KPIs
  • Customer engagement: Relevance vs Reach

Zurich Annika Kristina Bäcker Head of Marketing Zurich

12.10
-
12.20
Speaker Q&A
12.20
-
13.50
Lunch
Session Seven: Real Digital Transformation
Chair

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

13.50
-
14.20
German Case Study: 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

Deutsche Familienversicherung Dr. Stefan M. Knoll CEO & Founder Deutsche Familienversicherung

14.20
-
14.50
Engagement: Missing the Mark

This session will inform attendees how carriers are currently engaging with their policyholders and members and where they are focusing their efforts. It will define the differences in strategies and the value that different channels provide. The session will discuss the value of proactive engagement, which is missing from most carries strategy, and how these strategies improve loyalty and mobiles as a tool to support engagement in a proactive manner.

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

14.50
-
15.20
Coffee & Refreshments
Session Eight: Regulatory Update & Data Protection Considerations
15.20
-
15.50
Development Of Voice Skills For Customers And Sales Partner Considering Data Protection And Information Security

ERGO Group Dr. Carsten Rahlf Head of Customer & Sales Service ERGO Group

15.50
-
16.10
Regulatory Update

The Latest Updates on GDPR / MiFID/Robo Advice AI & Robotic regulation/PSD2

TISA Peter Smith Global Head of Industry Policy Liaison TISA

16.10
-
16.20
Chairperson’s Closing Remarks

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

16.20
Networking Coffee & Close of Conference
07.30
-
09.00
Registration and Welcome Coffee
09.00
-
09.10
Welcome and Introductory Remarks

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

Session One: Delighting The Modern Customer With Excellent Experiences
09.10
-
09.45
The New Battleground: Customer Experience
  • Use CX to change the culture of your company
  • Listen & ACT
  • Build an ecosystem around your customer needs

Zurich Monika Schulze Global Head of Customer & Digital Experience Zurich

09.45
-
10.10
Delighting Customers with Artificial Intelligence

DataRobot André Balleyguier Chief Data Scientist EMEA DataRobot

10.10
-
10.25
Speaker Q&A

Zurich Monika Schulze Global Head of Customer & Digital Experience Zurich

DataRobot André Balleyguier Chief Data Scientist EMEA DataRobot

Moderator: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

10.30
-
11.10
Morning Coffee Break (Introduced by Better Than Paper)
Session Two: Joined-Up Engagement Platforms That Balance Digital & Human Potential
11.10
-
11.30
Enough of theory and insurtech buzzwords, let’s talk about real digital insurance projects
  • Health Scoring with underlying risk models for accelerated underwriting and PAYL
  • Digital engagement features for customer retention and acquisition

dacadoo Lukas Ammann Director dacadoo

11.30
-
11.55
The Problem with Broker Engagement…
  • Maximising the capability CRM systems
  • How we build broker profiles and interests
  • Integrating Sales and Marketing to provide a more joined-up engagement platform with brokers

AXA Insurance Alasdair Stewart Marketing & Communications Director AXA Insurance

11.55
-
12.20
Finding the right balance

With so much focus on digital, omnichannel and efficiency, what is the right balance between system and human interaction? Al explains his experiences in helping improve customer touchpoints using the right balance between digital and human interactions.

Cardif Pinnacle Al Hadfield Chief Operating Office Cardif Pinnacle

12.20
-
12.40
Speaker Q&A

dacadoo Lukas Ammann Director dacadoo

AXA Insurance Alasdair Stewart Marketing & Communications Director AXA Insurance

Cardif Pinnacle Al Hadfield Chief Operating Office Cardif Pinnacle

Moderator: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

12.40
-
14.00
Networking Lunch (NB: VIP Lunch hosted by Hitachi in Prescot Room)
Session Three: The Evolution of Engagement & Content Strategies
14.00
-
14.30
The Role of Content in Insurance: Raising Brand Awareness & Levels of Trust for Your Organisation
  • How do we raise brand awareness?
  • Driving qualified traffic and leads, and in turn the role it plays in engaging and building trust with your customers
  • The importance of high quality content for the industry, and the associated benefits of investing time and skill in this area
  • Myth busting

AXA Direct Marie McKelvie Head of Content & Creative AXA Direct

14.30
-
15.00
Analysing Consumer Behaviour & Psychology In Order to Build A Roadmap to Successful Marketing

Richard Summers Research Director Crowdcat

15.00
-
15.15
Speaker Q&A

AXA Direct Marie McKelvie Head of Content & Creative AXA Direct

Richard Summers Research Director Crowdcat

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

15.15
-
15.45
Afternoon Coffee and Networking Break
Session Four: True Understanding of the Customer & Appropriate Engagement
15.45
-
16.15
Pursuing a single customer view despite the challenges of legacy systems

Creating and maintaining a single customer view is a huge challenge for insurers for a number of reasons, not least the legacy infrastructure and the inconsistent and unconnected data held in those systems. Focusing on corporate insurance, this presentation will provide insights and practical examples on how to leverage both external and internal data to help create the single customer view, as well as advantages for both customers and insurers in deploying this approach across the organization.

Generali Giovanni di Meo Head of Business Development Generali

Dun & Bradstreet Marcus Jemmett Master Data Consultant Dun & Bradstreet

16.15
-
16.40
Tech and Customer Engagement: Making it Human

So-Sure Dylan Bourguignon CEO So-Sure

16.40
-
16.55
Speaker Q&A

Generali Giovanni di Meo Head of Business Development Generali

Dun & Bradstreet Marcus Jemmett Master Data Consultant Dun & Bradstreet

So-Sure Dylan Bourguignon CEO So-Sure

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

16.55
-
17.30
Roundtable Debates

The room will split between two debates:

  1. Building a Customer-Centric Insurance Company- As a community, how are we progressing? And what needs to change?
  2. 2) 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?

Chair: Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

17.30
-
17.40
Roundtable Feedback
17.40
-
17.45
Chairperson’s Summary

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

17.45
-
19.00
Networking Drinks

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

09.00
-
09.10
Chair’s Introduction

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

Session Five: Taking Responsibility for Driving Innovation Forwards Within Your Organisation
09.10
-
09.35
This Whole Agile Thing and The CMO’s Role in Driving Digital Transformation
  • What is Agile?
  • The Digital Paradox; how the Post It note is the CMO’s most important tool!
  • Developing from Financial Services to Technology company mind-set, digital transformation is a journey not a destination!

Wesleyan Robin Gibson Group Head of Marketing Wesleyan

09.35
-
10.00
Technology Alone is Not Enough

Gary Hueting will talk about Co-op Insurance's incredible journey without technology to transform their customers' experience. With the understandable hype around what technology can do for our customers it's tempting to wait for these solutions to land. Gary's message is that you don’t have to wait for your overloaded IT department - you can create momentum and change NOW in your organisation that can deliver dramatic results. The organisational skills and customer focus culture this develops will equally help ensure you make the most out of any future technology investments.

Co-Op Insurance Gary Hueting Chief Operating Officer Co-Op Insurance

10.00
-
10.25
Make the Difference with Real-Time Data Integration

We live in a world where instant decision is paramount. Customer service expectations are at the highest standard and competitors are using any opportunity to make a difference both in servicing customers better and in leveraging any available data to refine pricing being more selective and / or better understanding customer needs, thus being more successful in offering the most suitable product and achieving better idealisation.

In such world, standard analytics are no more enough, providing in many cases an outdated view both to the automated decision-making process and to the customers. Only a big data analytics capability deeply integrated with the business processes can enable an organisation to really step up meeting the customer’s expectations and the sophistication required to compete.

AXA UK&I Carlo Nebuloni Transformation Director AXA UK&I

10.25
-
10.40
Speaker Q&A
10.40
-
11.10
Coffee & Refreshments
Session Six: Case Study Examples of Unique Engagement Initiatives
11.10
-
11.40
Surviving the Digital Transformation Revolution
  • Key challenges to the insurance business model
  • Insuretech, hype vs reality
  • How should insurers respond to the challenge?

RSA Steven Zuanella Group Chief Digital Officer RSA

11.40
-
12.10
How Can Sport Sponsoring Increase Customer Engagement?
  • The challenge of basing a sponsoring strategy on rare events
  • How sport sponsoring activities strengthen the brand KPIs
  • Customer engagement: Relevance vs Reach

Zurich Annika Kristina Bäcker Head of Marketing Zurich

12.10
-
12.20
Speaker Q&A
12.20
-
13.50
Lunch
Session Seven: Real Digital Transformation
Chair

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

13.50
-
14.20
German Case Study: 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

Deutsche Familienversicherung Dr. Stefan M. Knoll CEO & Founder Deutsche Familienversicherung

14.20
-
14.50
Engagement: Missing the Mark

This session will inform attendees how carriers are currently engaging with their policyholders and members and where they are focusing their efforts. It will define the differences in strategies and the value that different channels provide. The session will discuss the value of proactive engagement, which is missing from most carries strategy, and how these strategies improve loyalty and mobiles as a tool to support engagement in a proactive manner.

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

14.50
-
15.20
Coffee & Refreshments
Session Eight: Regulatory Update & Data Protection Considerations
15.20
-
15.50
Development Of Voice Skills For Customers And Sales Partner Considering Data Protection And Information Security

ERGO Group Dr. Carsten Rahlf Head of Customer & Sales Service ERGO Group

15.50
-
16.10
Regulatory Update

The Latest Updates on GDPR / MiFID/Robo Advice AI & Robotic regulation/PSD2

TISA Peter Smith Global Head of Industry Policy Liaison TISA

16.10
-
16.20
Chairperson’s Closing Remarks

Aite Group Samantha Chow Senior Life and Annuities Analyst Aite Group

16.20
Networking Coffee & Close of Conference

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription

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

Purchase the Post-Conference Materials

Event Presentations • Event Audio • On Demand Subscription