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Become Invaluable to Customers

As insurance carriers continually work on improving their products and services to survive an innovative future, the foundation of all transformation will be meeting the needs of customers. With connected data enabling personalized risk relationships, customer experience and engagement will take center stage on the agenda, featuring discussions on:

  • Uncovering and delivering what customers want: providing the products and services that will deliver value to become invaluable to customers
  • Creating an outstanding customer experience: making insurance easy to buy, claim and renew, across all touchpoints and channels
  • Building a long-term risk relationship: engage customers around risk mitigation and management, enhancing experience and increasing the relevance to your customers lives

Download the detailed event brochure

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

Case Studies From Executives Include:

Harry Storck
Harry Storck

AIG Insurance

Global Leader - Auto Liability

John Consigli
John Consigli

Prudential

Director, Customer Experience

Allen Lay
Allen Lay

USAA

Assistant Vice President, P&C Digital

Natalie Kaschalk
Natalie Kaschalk

Farmers Insurance

Head of Auto Claims Strategy

Vishal Chawla
Vishal Chawla

Zurich Insurance

Head of Customer Insights

Michelle Rustler
Michelle Rustler

American Family

Strategy and Optimization Director

Who’s in the room?

Connected Insurance USA is bringing together the executives responsible for the various elements involved in designing valuable, relevant insurance products and services, delivered with a seamless experience. With both innovation teams and business unit executives coming together, this summit is an opportunity for your organization-wide team to come together and build a holistic strategy. Here’s the senior executives who will be attending from customer teams:

  • Digital
  • Journey Mapping
  • Marketing
  • Customer Experience
  • Claims Innovation
  • Customer Service
  • Operations

Agenda

Day One, Wednesday November 28th 2018


Transforming Your Organization to Become Fanatical About Customers
Tune in To Your Customer Feedback and Turn It Up Loud
  • Collect and analyse the data that will identify the pain points heavily impacting your customer, such as customer complaints, frequently asked questions and common uncovered claims
  • How do you know what your customers want? Leveraging behavioural science, customer feedback and advanced analytics to truly understand what makes your customers tick
  • Strategies to seamlessly integrate customer testing and feedback into all areas of the insurance value chain, from product development to customer service
Transforming Product Development to Create Customer-Winning Products and Services
  • Safety, security and control: Translating your customer’s needs into products and ancillary services, from shutting off the water in the event of a leak to automatically sending a tow truck and Uber in the event of an auto accident
  • Insurance through the looking glass: Overcoming a history of product-driven development, focusing innovation on initiatives led by an analysis of customer lifecycles, emerging trends, preferences and challenges
  • Going beyond static insurance products: explore how new carriers are throwing the rule book out the window, considering new types of coverage to exceed customer expectations
Turn Your Organization Customer-Crazy: Make Customer-Centricity a Reality
  • Spreading the word beyond the customer team: Tools to integrate the authentic voice of the customer into every decision made throughout the organization
  • Highlighting early wins to win support internally: Publicize the impact of customer-centricity on processes to ensure support and adoption, company-wide
  • Anchored in a noble purpose: Insurance is about supporting customers in their moment of need, so embed compassion organization-wide, from executive management to customer-facing and back-end staff
One to One: Deploying Analytics and Connected Technologies for Real-Time Personalization
Seamless Segmentation: Wield Your Customer Knowledge to Your Advantage
  • What data sources are available to assist with understanding customer behaviour, risk profiles and lifecycle trends?
  • How advancing analytics transforms data into unique customer personality profiles, enabling targeted products, communications and processes to meet a range of preferences
  • Diversify your product portfolio to meet the specific needs of individual segments such as device insurance for millennials with expensive tech hardware but no renters insurance
Creating Tailored Products to Provide the Coverage that Your Customer Actually Wants
  • Defining and segmenting customers based on lifecycle markers, risk profile and insurance needs, targeting marketing and messaging for greater resonance with individuals
  • Rethink your existing product portfolio – is there any unnecessary coverage you can weed out, leaving room to add in more desirable inclusions for a specific segment?
  • The sharing economy, peer to peer, millennials, digital: how is the modern economy changing the insurance needs of each segment?
Individualized Insurance: Achieving the Ultimate in Personalization with Connected Technologies
  • Meeting the standard expectations of today’s hyper-connected customers, integrating personalization within every possible touchpoint in your customer experience, from digital FNOL capabilities to desk-based estimated based on customer submitted data
  • Unlock cross sell and upsell opportunities and far superior customer service with integrated data siloes and data visualization across all departments – give your team the tools enabling them to go above and beyond!
  • Leveraging IoT, automation and AI to engage customers and build a personalized experience in real-time, across channels
Designing and Delivering an Outstanding Customer Experience
Fusing Digital and Traditional Channels: Remapping Your Customer Journey for Simplicity
  • Do your customers enjoy a seamless, omnichannel and simple experience with your organization? If not – you’re already disappointing your customers!
  • Discover the customer journey mapping tools you need to identify your biggest opportunities to create a seamless customer experience, such as having to repeat your policy details every time you want an update on a claim
  • Choice is as important as complexity: Providing multiple channel and communication options to cater to different preferences
The Experience X-Files: Fixing the Moments Wreaking Havoc on Your Customer’s Experience
  • Lifting the lid on the major pain points and bottlenecks throughout the value chain, duplication and inconsistent channels – what makes your customers scream with frustration?
  • Often, it’s the small things: Finding the quick wins that will have the biggest impact on customer experience for the least investment, such as text updates of claims processing
  • Outsourcing to the experts: engage the teams at the customer coalface to drive innovative, effective solutions to your organization’s challenges
Engaging Your Ecosystem of Providers to Embody Your Customer Experience Standards
  • Collaborating with your ecosystem to ensure every customer touchpoint both internally and externally are consistent and meet customer expectations
  • How to integrate the data, processes and operations of all stakeholders such as agents, vendors and suppliers, to achieve the common goal of customer satisfaction
  • A comprehensive customer journey map goes beyond a customer’s digital footprint: incorporating the face to face, personal interactions still integral to insurance even amongst significant automation

Day Two, Thursday, November 29th 2018


Connected, Seamless Claims: Delivering Excellence at The Moment of Truth
Achieving Automation: The Holy Grail of Claims Customer Experience
  • Driving claims transformation towards the ultimate in efficiency and customer experience: reducing cycle time through automation
  • Integrating the technology platforms, sensors, data sources and supplier networks requored to achieve automation, from FNOL to payment and settlement
  • Ensuring the balance of human empathy within an automated process to protect the customer during their claim
Put Customers in the Driver’s Seat with Self-Service Claims Processing
  • From face to face to digitally enabled: Utilizing unstructured data such as customer-submitted photos and video imagery for desk-based estimation or AI-enabled automated estimation, eliminating unnecessary, time-consuming face to face inspections
  • Find opportunities to leverage digital technology throughout the claims process to incorporate greater customer control, such as online scheduling of inspections or portal access
  • Providing the channels and platforms to support real-time updates - from apps to portals, website to text message
Dynamic Digital Claims Communication to Keep Customers in the Loop
  • Address the major customer complaint throughout the claims process: not knowing what’s happening or the status of the claim!
  • Clearly communicate the claim process to inform claimants, automate updates and provide real-time information through portals
  • Bringing all vendors onto a single platform for a consistent, seamless experience across the claim
Going the Extra Mile: The Value-Added Services That Will Win Customer’s Hearts
Redefining Insurance: Transforming a Product Industry to Win in A Service World
    Taking insurance to the next level: Building layers of value around products, coverage and risk to become indispensable to customers
  • Customer-led product design: Identify opportunities across customer’s lifecycles to understand what would be valuable for customers at key moments
  • How to build successful partnerships with service providers that complement insurance to expand your capability and offerings
Safer, Happier Customers: Move from Risk Protection to Risk Prevention with Service Delivery
  • Leverage the natural area of expertise for an insurance carrier to be providing additional support to customers: providing proactive risk mitigation strategies
  • Hook customers with emotion and build trust – you are the only person who cares as much about their safety as they do!
  • Providing content, advice and tools around reducing their risk to increase customer touchpoints and communication for a two-way relationship
Roundtable: The Future of Insurance Services

Collaborate with your peers at the conference to discuss the key areas of opportunity for insurance carriers to deliver undeniable value beyond coverage, including:

  • IoT, sensors and Connected data – what’s possible with the new data stream?
  • Partnerships with service providers – what can they provide that insurance can integrate?
  • Grabbing customers at key moments in journeys – when will they most appreciate assistance and seamless service?
The New Normal: Customer Expectations and Planning for the Future
If Amazon Can Do It, Why Can’t You?
  • Customers minds are filled with experiences from outstanding service organization from a range of sectors, setting their expectations for insurance
  • Shoot for the stars, as seamless is not enough –think outside the box to deliver service that surprises and delights customers, rather than just “not annoying” them
  • Hyper connected, mobile, digital and always plugged in: defining millennials relationships with technology and how this impacts their perspective on insurance
Human Touch, Machine Capability: Deploying Chatbots for Maximum Impact
  • Turbocharging service efficiency and scale with chatbots, digitalizing call centres to reduce wait times
  • Incorporating voice analytics to direct queries accurately, bringing humans on to handle the complex claims
  • How can you seamlessly integrate chatbots into operations whilst maintaining the high service level required?
The Science of Customer Relationships: Will Insurance Be the Port in a Storm?
  • Insurance carriers are already facing competition from each other and a growing insurtech market who are out to build relationship with your customers, how can carriers be as engaging and easy to work with?
  • In the future, non-insurance players who already own a relationship with your customer will potentially look to offer insurance services, be that Google or Tesla, how will this impact the insurance landscape?
  • How can insurance carriers become indispensable?

Day Three, Friday, November 30th 2018


Deep Dive Workshops
Morning Tea & Coffee
Automotive Workshop

Building a Connected Vehicle Ecosystem Around Service: Explore the varied players operating within the ecosystem as they pertain to insurance carriers and develop a business case for building auto customer relationships around additional services

InsurTech Partnerships Workshop

Building successful Partnerships and ecosystems with InsurTech: Exploring strategies for investment arms, effective initiative implementation and how to assess a partner’s viability

Connected Home Workshop

Building a Connected Home Ecosystem Around Service: Identify the services providers that will achieve scale of adoption, tackling interoperability and exploring strategies to reach a truly interconnected home

Connected Insurance & Blockchain

New product development, smart contracts, fraud detection & risk prevention are all disrupted on the Blockchain. This workshop will help you understand the real applications beyond the hype that have the potential to transform and streamline Insurance as we know it.

Networking Lunch Break
Automotive Workshop

Driverless Cars - Reducing Risk Towards Non-Insurance: Map out the future of auto risk and the role of insurance as we shift through assisted driving to driverless cars, incorporating the future of mobility

Chatbots & AI Workshop

Fusing Human and Machine: How to deploy chatbots effectively across the insurance value chain to optimize efficiency, whilst retaining the human element required for outstanding customer service.

Health & Life Workshop

Live Longer with Wearables: Building the business case for sustainable, lifelong relationships with customers around sharing of data, incentivizing behaviour and integrating healthy principals.

Cyber Security for Insurance IoT

IoT driven insurance products bring with them myriad ways for hackers and malware to crack and obtain data, bring systems down and stop the connected insurance market in its tracks. How should insurers be approaching this threat, what are the practical methods to look at and is your security up to scratch?

End of Conference

Day One, Wednesday November 28th 2018


Transforming Your Organization to Become Fanatical About Customers
Tune in To Your Customer Feedback and Turn It Up Loud
  • Collect and analyse the data that will identify the pain points heavily impacting your customer, such as customer complaints, frequently asked questions and common uncovered claims
  • How do you know what your customers want? Leveraging behavioural science, customer feedback and advanced analytics to truly understand what makes your customers tick
  • Strategies to seamlessly integrate customer testing and feedback into all areas of the insurance value chain, from product development to customer service
Transforming Product Development to Create Customer-Winning Products and Services
  • Safety, security and control: Translating your customer’s needs into products and ancillary services, from shutting off the water in the event of a leak to automatically sending a tow truck and Uber in the event of an auto accident
  • Insurance through the looking glass: Overcoming a history of product-driven development, focusing innovation on initiatives led by an analysis of customer lifecycles, emerging trends, preferences and challenges
  • Going beyond static insurance products: explore how new carriers are throwing the rule book out the window, considering new types of coverage to exceed customer expectations
Turn Your Organization Customer-Crazy: Make Customer-Centricity a Reality
  • Spreading the word beyond the customer team: Tools to integrate the authentic voice of the customer into every decision made throughout the organization
  • Highlighting early wins to win support internally: Publicize the impact of customer-centricity on processes to ensure support and adoption, company-wide
  • Anchored in a noble purpose: Insurance is about supporting customers in their moment of need, so embed compassion organization-wide, from executive management to customer-facing and back-end staff
One to One: Deploying Analytics and Connected Technologies for Real-Time Personalization
Seamless Segmentation: Wield Your Customer Knowledge to Your Advantage
  • What data sources are available to assist with understanding customer behaviour, risk profiles and lifecycle trends?
  • How advancing analytics transforms data into unique customer personality profiles, enabling targeted products, communications and processes to meet a range of preferences
  • Diversify your product portfolio to meet the specific needs of individual segments such as device insurance for millennials with expensive tech hardware but no renters insurance
Creating Tailored Products to Provide the Coverage that Your Customer Actually Wants
  • Defining and segmenting customers based on lifecycle markers, risk profile and insurance needs, targeting marketing and messaging for greater resonance with individuals
  • Rethink your existing product portfolio – is there any unnecessary coverage you can weed out, leaving room to add in more desirable inclusions for a specific segment?
  • The sharing economy, peer to peer, millennials, digital: how is the modern economy changing the insurance needs of each segment?
Individualized Insurance: Achieving the Ultimate in Personalization with Connected Technologies
  • Meeting the standard expectations of today’s hyper-connected customers, integrating personalization within every possible touchpoint in your customer experience, from digital FNOL capabilities to desk-based estimated based on customer submitted data
  • Unlock cross sell and upsell opportunities and far superior customer service with integrated data siloes and data visualization across all departments – give your team the tools enabling them to go above and beyond!
  • Leveraging IoT, automation and AI to engage customers and build a personalized experience in real-time, across channels
Designing and Delivering an Outstanding Customer Experience
Fusing Digital and Traditional Channels: Remapping Your Customer Journey for Simplicity
  • Do your customers enjoy a seamless, omnichannel and simple experience with your organization? If not – you’re already disappointing your customers!
  • Discover the customer journey mapping tools you need to identify your biggest opportunities to create a seamless customer experience, such as having to repeat your policy details every time you want an update on a claim
  • Choice is as important as complexity: Providing multiple channel and communication options to cater to different preferences
The Experience X-Files: Fixing the Moments Wreaking Havoc on Your Customer’s Experience
  • Lifting the lid on the major pain points and bottlenecks throughout the value chain, duplication and inconsistent channels – what makes your customers scream with frustration?
  • Often, it’s the small things: Finding the quick wins that will have the biggest impact on customer experience for the least investment, such as text updates of claims processing
  • Outsourcing to the experts: engage the teams at the customer coalface to drive innovative, effective solutions to your organization’s challenges
Engaging Your Ecosystem of Providers to Embody Your Customer Experience Standards
  • Collaborating with your ecosystem to ensure every customer touchpoint both internally and externally are consistent and meet customer expectations
  • How to integrate the data, processes and operations of all stakeholders such as agents, vendors and suppliers, to achieve the common goal of customer satisfaction
  • A comprehensive customer journey map goes beyond a customer’s digital footprint: incorporating the face to face, personal interactions still integral to insurance even amongst significant automation

Register Now

Register now to secure one of the final discounted places

Day Two, Thursday, November 29th 2018


Connected, Seamless Claims: Delivering Excellence at The Moment of Truth
Achieving Automation: The Holy Grail of Claims Customer Experience
  • Driving claims transformation towards the ultimate in efficiency and customer experience: reducing cycle time through automation
  • Integrating the technology platforms, sensors, data sources and supplier networks requored to achieve automation, from FNOL to payment and settlement
  • Ensuring the balance of human empathy within an automated process to protect the customer during their claim
Put Customers in the Driver’s Seat with Self-Service Claims Processing
  • From face to face to digitally enabled: Utilizing unstructured data such as customer-submitted photos and video imagery for desk-based estimation or AI-enabled automated estimation, eliminating unnecessary, time-consuming face to face inspections
  • Find opportunities to leverage digital technology throughout the claims process to incorporate greater customer control, such as online scheduling of inspections or portal access
  • Providing the channels and platforms to support real-time updates - from apps to portals, website to text message
Dynamic Digital Claims Communication to Keep Customers in the Loop
  • Address the major customer complaint throughout the claims process: not knowing what’s happening or the status of the claim!
  • Clearly communicate the claim process to inform claimants, automate updates and provide real-time information through portals
  • Bringing all vendors onto a single platform for a consistent, seamless experience across the claim
Going the Extra Mile: The Value-Added Services That Will Win Customer’s Hearts
Redefining Insurance: Transforming a Product Industry to Win in A Service World
    Taking insurance to the next level: Building layers of value around products, coverage and risk to become indispensable to customers
  • Customer-led product design: Identify opportunities across customer’s lifecycles to understand what would be valuable for customers at key moments
  • How to build successful partnerships with service providers that complement insurance to expand your capability and offerings
Safer, Happier Customers: Move from Risk Protection to Risk Prevention with Service Delivery
  • Leverage the natural area of expertise for an insurance carrier to be providing additional support to customers: providing proactive risk mitigation strategies
  • Hook customers with emotion and build trust – you are the only person who cares as much about their safety as they do!
  • Providing content, advice and tools around reducing their risk to increase customer touchpoints and communication for a two-way relationship
Roundtable: The Future of Insurance Services

Collaborate with your peers at the conference to discuss the key areas of opportunity for insurance carriers to deliver undeniable value beyond coverage, including:

  • IoT, sensors and Connected data – what’s possible with the new data stream?
  • Partnerships with service providers – what can they provide that insurance can integrate?
  • Grabbing customers at key moments in journeys – when will they most appreciate assistance and seamless service?
The New Normal: Customer Expectations and Planning for the Future
If Amazon Can Do It, Why Can’t You?
  • Customers minds are filled with experiences from outstanding service organization from a range of sectors, setting their expectations for insurance
  • Shoot for the stars, as seamless is not enough –think outside the box to deliver service that surprises and delights customers, rather than just “not annoying” them
  • Hyper connected, mobile, digital and always plugged in: defining millennials relationships with technology and how this impacts their perspective on insurance
Human Touch, Machine Capability: Deploying Chatbots for Maximum Impact
  • Turbocharging service efficiency and scale with chatbots, digitalizing call centres to reduce wait times
  • Incorporating voice analytics to direct queries accurately, bringing humans on to handle the complex claims
  • How can you seamlessly integrate chatbots into operations whilst maintaining the high service level required?
The Science of Customer Relationships: Will Insurance Be the Port in a Storm?
  • Insurance carriers are already facing competition from each other and a growing insurtech market who are out to build relationship with your customers, how can carriers be as engaging and easy to work with?
  • In the future, non-insurance players who already own a relationship with your customer will potentially look to offer insurance services, be that Google or Tesla, how will this impact the insurance landscape?
  • How can insurance carriers become indispensable?

Register Now

Register now to secure one of the final discounted places

Day Three, Friday, November 30th 2018


Deep Dive Workshops
Morning Tea & Coffee
Automotive Workshop

Building a Connected Vehicle Ecosystem Around Service: Explore the varied players operating within the ecosystem as they pertain to insurance carriers and develop a business case for building auto customer relationships around additional services

InsurTech Partnerships Workshop

Building successful Partnerships and ecosystems with InsurTech: Exploring strategies for investment arms, effective initiative implementation and how to assess a partner’s viability

Connected Home Workshop

Building a Connected Home Ecosystem Around Service: Identify the services providers that will achieve scale of adoption, tackling interoperability and exploring strategies to reach a truly interconnected home

Connected Insurance & Blockchain

New product development, smart contracts, fraud detection & risk prevention are all disrupted on the Blockchain. This workshop will help you understand the real applications beyond the hype that have the potential to transform and streamline Insurance as we know it.

Networking Lunch Break
Automotive Workshop

Driverless Cars - Reducing Risk Towards Non-Insurance: Map out the future of auto risk and the role of insurance as we shift through assisted driving to driverless cars, incorporating the future of mobility

Chatbots & AI Workshop

Fusing Human and Machine: How to deploy chatbots effectively across the insurance value chain to optimize efficiency, whilst retaining the human element required for outstanding customer service.

Health & Life Workshop

Live Longer with Wearables: Building the business case for sustainable, lifelong relationships with customers around sharing of data, incentivizing behaviour and integrating healthy principals.

Cyber Security for Insurance IoT

IoT driven insurance products bring with them myriad ways for hackers and malware to crack and obtain data, bring systems down and stop the connected insurance market in its tracks. How should insurers be approaching this threat, what are the practical methods to look at and is your security up to scratch?

End of Conference

Download the detailed event brochure

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