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Deliver Outstanding Products and Services Leveraging Cutting-Edge Technology

There is a vast array of new, exciting technology available with the potential to transform insurance, from IoT, AI, chatbots, automation, virtual reality, blockchain and more.

With such a significant role to play in the long-term planning for the future of the industry, the strategic deployment of key innovative technology is critical. We’ll explore how to effectively and efficiently implement innovative tech – from building a foundation to creating a culture of innovation - and of course preparing the data that sits at the heart of the entire organization.


Learn from case studies that will give you strategies for how to:

  • Explore the latest technology innovations: how new technologies changing the way carriers do business and where they are being applied
  • Integrate tech to deliver greater impact: each technology is transformative on its own, but how can you leverage greater impact through converging these technologies?
  • Deploy data to its fullest potential: both the solution and problem across insurance technology, optimize your data to meet organization-wide needs now and in the future
  • Develop a strategic implementation plan: ensure adoption across the company to enable tech transformation with an internal culture of innovation and change
  • Minimizing the cyber security threat: create a clear line of sight between business and security with efficient communication of cyber risks and regulations

Download the detailed event brochure

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

Case Studies From Executives Include:

Jaclyn Ryan
Jaclyn Ryan

Metlife

Vice President, Global Strategy

Riccardo Reati
Riccardo Reati

Zurich North America

Vice President of Digital Transformation Strategy

Kevin McCann
Kevin McCann

Erie Insurance

VP Strategy & Research

Brian Gaab
Brian Gaab

CSAA

Strategy & Innovation

Download the detailed event brochure

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

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 the technology, digital, innovation and IT teams:

  • Insurance Technology
  • Data
  • Cyber
  • Blockchain
  • Cloud
  • Data Science
  • Enterprise Architecture
  • Analytics
  • Connected
  • Artificial Intelligence, Machine Learning
  • Chatbots
  • Infrastructure
  • Information Security
  • IoT
  • Augmented Reality, Virtual Reality
  • Automation and Robotics

Download the detailed event brochure

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

What’s New in 2018

  1. Get the Big Picture, and the Detail: Connected insurance that meets customer needs requires an organization-wide, holistic approach - so we’re exploring the specific strategies for product development, customer engagement and innovative tech all under one roof
  2. Bringing Decision Makers Together: Transformation takes teamwork, so we’re uniting Strategy & Innovation teams with business execs from Underwriting, Digital, Customer, Marketing, IT, Analytics, Claims and more, to bring all of the key players together
  3. Pick Your Agenda to Suit Your Needs: Your ticket gives you access to all three streams, so feel free to move between them as the sessions are relevant for your role, team or organization

Download the detailed event brochure

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

8:00am
Registration and Coffee
8:40am
Welcome and Opening Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

Setting the Scene for Industry Disruption
9:00am
Bringing the Golden Rule to Insurance
  • As insurance goes the way of many disrupted industries before it, carriers are in a unique position to shape the future of the customer experience.
  • Customers are now in the driver’s seat and are steering their carriers towards convenience, ease and choice – how will we anticipate their needs?
  • How do we ensure our treatment matches customer expectations?

Allstate Cheryl Bendtsen Senior Vice President, Claims Operations Allstate

9:20am
The Cases For and Against Insurance Innovation Through Venture Capital
  • Get an inside look at American Family Ventures including insights from investing in and working with dozens of early stage startups in insurance
  • Gain lessons learnt from the successes and challenges seen across startups
  • What does venture capital lessons mean for your innovation program?

American Family Ventures Drew Aldrich Principal American Family Ventures

9:40am
IoT & Insurance: Entering the Age of Post Truth
  • Debunk the most common myths surrounding IoT Insurance
  • Analyse the value creation across best practice examples: what have we learnt?
  • Explore the best journey to successful execution of IoT in insurance

IoT Insurance Observatory Matteo Carbone Founder IoT Insurance Observatory

10:00am
Panel Discussion: Setting the Scene for Industry Disruption
  • Build a safer, healthier world as connected devices transform the meaning of risk, and shape the future of insurance
  • Leverage innovative and connected technologies to deliver greater impacts and value across your organization
  • Defining “Insurance as a Service”: Exploring a transformative industry-wide shift away from the policy

Allstate Cheryl Bendtsen Senior Vice President, Claims Operations Allstate

American Family Ventures Dan Reed Managing Director American Family Ventures

IoT Insurance Observatory Matteo Carbone Founder IoT Insurance Observatory

10:30am
Networking Coffee Break
Transforming Your Organization to Become Fanatical About Customers

Moderator: ??? John Bachmann Claims Leader

11:00am
Meet the Evolving Expectations of the Modern Insurance Customer
  • Understand the drivers of change and how customer experience is critical for success
  • Explore the response across insurance and how the landscape is adapting
  • Assess industry-wide trends and dive into key focus areas to explore how insurers are responding

Metlife Jaclyn Ryan Vice President, Global Strategy Metlife

11:20am
FIRESIDE CHAT: Navigating the customer experience through digital channels
  • Technology advancements have created many digital channels to improve the overall customer experience.
  • How do we get into the customer service mindset and help drive policy holders to the most effective channels?
  • Which channels are considered most effective for the customer experience, depending on where companies are in their journey?

EXL Raghav Jaggi Senior Vice President, Global Insurance P&C & F&A Leader EXL Services

EXL Dan Moore Head of Operations QBE

11:40am
Create an Agile Learning Ecosystem
  • To drive business results through learning, one-size fits all learning delivery platforms are no longer sufficient to engage and drive change
  • Architect and design a connected learning ecosystem that creates a seamless learner experience while centrally tracking learning data
  • Pave the way for increased automation, analytics, and AI

Farmers Insurance Grant Velie Tech & Learner Experience Director Farmers Insurance

12:00am
Panel Discussion
  • Integrate customer feedback organization-wide to deliver what your customers really want
  • Transform product development to create customer-winning products and services
  • Turn your organization customer-crazy and bring your team on board and make customer-centricity a reality

Metlife Jaclyn Ryan Vice President, Global Strategy Metlife

EXL Raghav Jaggi Senior Vice President, Global Insurance P&C & F&A Leader EXL

EXL Dan Moore Head of Operations QBE

Farmers Insurance Grant Velie Tech & Learner Experience Director Farmers Insurance

Tata Consultancy Services Kathy Burger Practice Lead, Insurance and Healthcare Tata Consultancy Services

Cultivate Innovation Leadership and Transform What Insurance Means

Moderator: ??? Chris Frankland Founder InsurTech360

11:00am
True Transformation Begins with Transformational Leadership
  • Strategies to create a culture of transformation, beginning with empowerment and engaging employees to participate in the transformation
  • Is your organization prepared for transformation? Confirming whether processes and organizational structure are automation-ready
  • Setting the right expectations for the benefits of automation to ensure success

Zurich Amandah Greiling SVP, Head of Underwriting Support and Service Zurich

11:20am
How to Evolve Insurance Into a Platform & Meet Customer Needs
  • Insurance is being challenged to transform and fit with the platform economy to meet the needs and expectations of customers
  • How you can move forward towards this future now, leveraging greater customer engagement
  • Key considerations to keep front of mind for achieving a platform business model

dacadoo Americas Blake Hill VP Business Development Life Insurers dacadoo Americas

11:40am
Explore the Opportunities and Challenges of Underwriting in a Digital Age
  • The practical steps to take for achieving an innovation-ready foundation within your organization
  • Strategies to prioritise and maximise opportunities presented by new trends, tech and innovation
  • How to overcome internal challenges to progress

AmTrust Scott Stevens VP Underwriting, WC AmTrust

12:00pm
Panel Discussion
  • Embed insurance seamlessly within modern life and create products that resonate with customers
  • Create an innovation-first organization that prioritizes continuous improvement
  • How to lead your team, company and customer into the future

Zurich Amandah Greiling SVP, Head of Underwriting Support and Service Zurich

dacadoo Americas Blake Hill VP Business Development Life Insurers dacadoo Americas

AmTrust Scott Stevens VP Underwriting, WC AmTrust

Creating a Seamless, Digital Customer Experience

Moderator: ??? Stephen Applebaum Managing Partner Innovative Solutions Group

11:00am
LIVE POLLING: Defining Digital Capabilities

Let’s get some real-time statistics, and dive into real challenges, opportunities and strategies the audience are focused on.

We’ll be using live polling software Slido to understand:

  • The priorities for digitalization across the insurance value chain
  • Defining the optimum level of “digital” communications
  • Contrasting digital and traditional communication strategies
11:20am
Enable the Commercial Underwriter of the Future through Digital Transformation
  • How to serve brokers and customers in a high speed, high complexity business environment
  • Effectively prioritize change: Transform your business before transforming the technology
  • Rethinking design and implementation through the lens of agile principles

Zurich Riccardo Reati VP Digital Transformation Strategy Zurich

11:40am
Transforming Customer Experience & Reduce Costs with Claims Payment Innovation
  • Do customers currently get paid how they want to be paid? Understand the impact of payment strategy on your customers and bottom line
  • How to build a solid claims payment strategy based on the highest priorities, including ease of implementation, security, payout options, speed and more
  • Get insight from case study Benekiva, including the lessons learnt on transforming claims payment and opportunities for greater engagement and efficiency

Fiserv Tammi Shapiro VP Electronic Payments Product Fiserv

Benekiva Brent Williams Founder, CEO Benekiva

12:00pm
Panel Discussion
  • The real gold is the experience: Create digital experiences that rival the human experience
  • Explore technologies that enable seamless, automated and simple transactions
  • Strategies to overcome the cultural and technological challenges in transforming the journey

Zurich Riccardo Reati VP Digital Transformation Strategy Zurich

Fiserv Tammi Shapiro VP Electronic Payments Product Fiserv

Benekiva Brent Williams Founder, CEO Benekiva

12:30pm
Lunch & Networking
VIP Lunch Sponsored by EXL Services
What do Customers Want? Embed the Customer Voice Across the Value Chain
1:30pm
LIVE POLLING SESSION: What Do Customers Want from Insurance?

Let’s get some real-time statistics, and dive into real challenges, opportunities and strategies the audience are focused on.

We’ll be using live polling software Slido to understand:

  • What is the most important priorities for our customers?
  • What does insurance mean to our customers, and will that change in the future?
  • What can we deliver that is over and above customer’s expectations?
1:50pm
Your Customer is the Answer: Incorporating Customer Feedback Throughout Your Organization
  • Set the stage for meaningful product development: Transform into a customer-centric organization to understand what your customers really want
  • Define the ROI of listening to customer feedback, and explore strategies to capture the voice of the customer effectively
  • Place the long-term focus on customer retention and loyalty to accelerate the growth of your organization

Society Insurance Kevin Wondra Head of Innovation Society Insurance

2:10pm
Using AI to Deliver Customer Experience at Scale
  • How AI can improve the customer experience through personalization
  • Lessons learnt from insurance companies using AI in marketing campaigns and claims management
  • Assemble the tools: How best to start the journey to improving the customer experience with AI

DataRobot Rajiv Shah Data Scientist DataRobot

2:30pm
Panel Discussion
  • Understand behavioural science, customer feedback and analytics to understand what makes your customers tick
  • Integrate customer testing and feedback into all areas of the insurance value chain, from product development to customer service
  • Identify the pain points impacting your customer, e.g. customer complaints & uncovered claims

Zurich Vishal Chawla Former Head of Customer Insights Zurich

Society Insurance Kevin Wondra Head of Innovation Society Insurance

DataRobot Rajiv Shah Data Scientist DataRobot

Going Above and Beyond: Creating Products Customers Will Love
1:30pm
How and Why: The Move From Data to Smart Data
  • Explore the main difference between collecting data and delivering information across the insurance value chain
  • Understand the importance of contextualised information for insurance companies - how does this impact processes and results?
  • Integrating smart data to enable more accurate insurance policies, greater customer engagement and more

SeeYourBox Marco Toja CEO SeeYourBox

1:50pm
The Good, The Bad and the Ugly of Piloting the Connected Home
  • Explore the lessons learnt from American Modern's water sensor pilot, including the challenges and success
  • How to implement a pilot of IoT devices utilizing lean methodology

American Modern Shannon Lewandowski Innovation and Digitalization-IoT American Modern

2:10pm
Opening the Connected Home: Risk Mitigation & Customer Experience
  • Leverage the accelerating trends of the Connected Home for greater risk mitigation and improve customer relationships
  • How to start: minimize market entry risks on pilot campaigns as well as in fully scaled up scenarios
  • Strategies to improve the comprehensive user experiences, including smart living scoring, gamification and more

ROC Connect Marcus Scheiber CEO ROC Connect

2:30pm
Panel Discussion
  • Leading customers into the future: Ensure adoption of connected insurance products at scale
  • Deploying insurance at the right moment and transforming an emergency
  • What you know can’t hurt you: Enable customers to manage their own risk with real-time data

SeeYourBox Marco Toja CEO SeeYourBox

American Modern Shannon Lewandowski Innovation and Digitalization-IoT American Modern

ROC Connect Marcus Scheiber CEO ROC Connect

#ClaimsTech Innovation - Transforming Claims for Efficiency and Experience
1:30pm
Exploring Current #ClaimsTech Investment and Trends
  • Uncover major global claims innovation trends, and how North American carriers compare
  • Discover where investment in claims technology is growing, declining and being prioritized
  • Who is essential for claims transformation? Understand the major players and what they bring to the table

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

1:50pm
Compelling Customers to Invest in Connected Home Devices
  • How do you get people to eat their oatmeal? (You give them an assortment of delicious toppings)
  • Can we build solutions that work for customers and the industry?
  • Using strategic partnerships with retailers and manufacturers to bolster consumer interest

Travelers BJ Treese MD, Emerging Property Products Travelers

2:10pm
Connecting the Dots: Turning Data to an Experience
  • Using the ocean of connected car data to craft new experiences for the automotive ecosystem, insurers and policyholders
  • Explore the rapidly changing Smart Mobility landscape
  • How driving data is giving rise to new experiences and business opportunities

CCC Jason Verlen SVP Product Management CCC

2:30pm
Panel Discussion
  • Leverage connected tech to restore customers’ lives rapidly after a loss
  • The evolution of claims automation from workflow to cognitive automation, unlocking opportunities to improve efficiency
  • Using new data sources, from customer-submitted photo, aerial video data & IoT devices

Travelers BJ Treese MD, Emerging Property Products Travelers

CCC Jason Verlen SVP Product Management CCC

Adlib Scott Mackey SVP Customer Experience, Adlib

3:00pm
Networking Coffee
Designing and Delivering an Outstanding Customer Experience
3:30pm
How To: Digital Transformation via Collaboration
  • Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  • Achieve true customer-centric: In-source and elevate inclusive design practices
  • Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

Prudential John Consigli Director, Customer Experience Prudential

3:50pm
Leverage Integration to Achieve Customer Engagement Success
  • In today's modern world of insurance, customer engagement is critical - and collaboration and integration is essential for achieving consistent, personalized and engaging customer relationships
  • Strategies for how to use integration to improve customer engagement
  • Utilizing the Customer Journey Map: the ultimate tool to visualize integrated communications

Quadient Andi Dominguez Product Marketing Manager Quadient

4:10pm
Build a Modern, Customer-Centric Online Experience from Scratch
  • Explore the challenges in developing a customer- focused product focused in the highly regulated and risk-sensitive insurance industry
  • The importance of customer experience: how Hippo enables 60second quotes and purchase within minutes, including tools such as a full-stack policy management system and sales team incentivized on customer service, not sales
  • Gain insight into the lessons learnt from building an online product from scratch

Hippo Insurance Aviad Pinkovesky Head of Product Hippo Insurance

4:30pm
Panel Discussion
  • Fusing digital and traditional channels: Remapping your customer journey for simplicity
  • The Experience X-Files: Fixing the moments that wreak havoc on your customer’s experience
  • Engaging your ecosystem of providers to embody your CX standards

Prudential John Consigli Director, Customer Experience Prudential

Quadient Andi Dominguez Product Marketing Manager Quadient

Hippo Insurance Aviad Pinkovesky Head of Product Hippo Insurance

SocialSurvey Scott Harris Chief Executive Officer SocialSurvey

Make IoT Products Work Across Insurance Lines: Risk, Engagement, Claims
3:30pm
Proactive, Tailored, Lower Cost: Providing The New Home Insurance
  • How the rise of IoT, the adoption of embedded smart devices in the home and cloud communications is driving a new type of insurance
  • Enable a closer customer relationship utilizing smart home tech - creating stickiness and enabling insurance purchase to be more interactive and personalized
  • What do these opportunities mean for insurance strategies and priorities?

MindHome Insurance Daniel Turgel Founder & CEO MindHome Insurance

3:50pm
Realize the Benefit of IoT: How to Balance Data, Value, Risk, Loss and Engagement
  • Achieving actionable insights far more easily with more data, improved communications and better analysis
  • Making IoT work: How to partner with policyholders to access data, build a business model that delivers value for carrier and customer and develop models to utilize data for risk assessment, loss management and engagement
  • Explore the specifics of three case studies from auto, home and life insurance, on how IoT has driven business results – including a reduction in claims costs, engaged customers, informed underwriting & more

Octo John Heffernan Sr Sales Director – Claims, Americas Octo Telematics

4:10pm
Build Commercial Insurance Products that Leverage IoT Data
  • Improve underwriting by utilizing existing data and/or deployed sensors
  • Enable brokers with digital marketing tools that give brokers a competitive advantage
  • Engage policyholders to reduce risk with data analytics and business intelligence

Corvus Insurance Phil Edmundson Founder & CEO Corvus Insurance

4:30pm
Panel Discussion
  • Provide positive touchpoints to enhance engagement with risk mitigation strategies
  • Reducing risk with awareness, education and behaviour modification
  • Increasing risk assessment accuracy: The value of exact risks, rather than generalizations?

MindHome Insurance Daniel Turgel Founder & CEO MindHome Insurance

Octo John Heffernan Sr Sales Director – Claims, Americas Octo Telematics

Corvus Insurance Phil Edmundson Founder & CEO Corvus Insurance

Tata Consultancy Services Pankaj Sinha Practice Head - Data & Analytics, BFSI - Insurance, Banking and Insurance Technology Group Tata Consultancy Services

3:30pm
Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights
  • Get an understanding of the new tech changing the face of insurance
  • Explore opportunities, trends, challenges and strategies available across the insurance value chain

ClaimGenius Raj Pofale CEO ClaimGenius

Flo Technologies Paul Vacquier Business and Legal Affairs Flo Technologies

Optimity Jane Wang CEO Optimity

ProNavigator Joseph D’Souza Chief Executive Officer ProNavigator

Tractable Alexandre Dalyac CEO and Co-founder Tractable

4:00pm
Innovative Tech Implementation Roundtables

Break down the strategies discussed among your peers, and gain inspiration and insight from across the room!

Join discussions on:

  • Integrating new tech into existing environments
  • Change management to optimize implementations
  • Considerations when assessing brand new tech opportunities
5:00pm
Networking Drinks & Insurance Innovation Awards Ceremony
Networking Drinks Sponsored By Audatex, a Solera Company
8:00am
Coffee & Networking
VIP Breakfast Sponsored by Quadient
Connected, Seamless Claims: Delivering Excellence at The Moment of Truth
9:00am
Strategies for Agile Claims: Effectively Adapt to New Platforms and Technology
  • Understand your organisational footprint: looking inward to clarify customer interaction points along the claims path
  • Assemble the necessary tools: Ensure clear alignment on the strategy from the top down, and simplify the process to eliminate complex or segmented operations
  • Utilize a clear change management philosophy to encourage the new adaptation being embraced by the organization

Farmers Insurance Natalie Kaschalk Head of Auto Claims Strategy Farmers Insurance

9:20am
What IoT Means for the Insurers of Today and Tomorrow
  • Adapt to the new normal: How IoT is impacting insurance, particularly as lives become increasingly connected with vehicles, properties and things such as drones
  • How IoT is changing how data is being collected, including from connected vehicles and properties and how it it's at your fingertips
  • Explore the impacts of IoT data as it changes how insurance is offered across lifecycle from quote to claim

Verisk Dawn Mortimer AVP IoT/Telematics Personal Auto Product Development Verisk

Verisk Doug Jentzsch Director of Marketing Verisk

9:40am
Panel Discussion
  • Maximize transparency, reduce friction, and empower customers through the claims process
  • Defining customer priorities, and how that differs between segments
  • Tools to bring the customer’s needs and preferences into decision-making processes

Farmers Insurance Natalie Kaschalk Head of Auto Claims Strategy Farmers Insurance

Verisk Dawn Mortimer AVP IoT/Telematics Personal Auto Product Development Verisk

Verisk Doug Jentzsch Director of Marketing Verisk

tata_consultancy_services Tom Rubenacker Business Development Director Tata Consultancy Services

10:10am
Claims CX Innovation Roundtables

Break down the strategies discussed among your peers and gain inspiration and insight from across the room!

 

Join discussions on:

  • Opportunities for automation across the claims lifecycle
  • Strategies to demonstrate personalization and transparency in communication
  • Where’s the line for ensuring human interaction within automation?
The Practicalities of Product Innovation: Achieving Scale, Speed and Success
9:00am
FIRESIDE CHAT: Create an Innovation Culture – How to Drive Change in Your Organization
  • Expose employees to new ways of thinking and working: initiatives that educate, inspire and spur creative problem-solving
  • Provide avenues for employees to innovate across the organization: opportunities to demonstrate and foster a nimble, test & learn culture
  • Expand your innovation community: engage everyone, everywhere – employees and key stakeholders

Liberty Mutual Mark Kotzer Director, Innovation Engagement & Evangelism Liberty Mutual

9:20am
From Pilot to Lift Off: How to Roll Out Products Efficiently and Reduce Downtime
  • Inside tricks from an effective innovator: How to implement a successful pilot program on a wider scale, gathering the necessary internal resources and devising a holistic strategy
  • The enemy of good is better: Understanding and accepting the trade-off for efficient roll out, and build the ability to enhance and rectify after implementation
  • The tips and tricks from traditional, large insurance carriers who have successfully deployed a fast track roll out, including what they would do differently!

Arity Gina Minick Director of Product, Insurance Solutions Arity

9:40am
Think Like a Start-Up: Embedding an Ambitious Innovation Culture
  • Put the customer needs and experience at the heart of all product decisions and take an agile approach to roll out new coverage solutions with speed and flexibility
  • Place responsibility for product development innovation in the hands of all employees, from executive leadership to customer-facing staff, to create a dynamic culture of innovation
  • Hear how carriers have encouraged innovation to maximize institutional knowledge and opportunities in the creation of comprehensive coverage solutions

QBE Hilary Zimmer VP Product Development QBE

QBE Mike Conlon VP Product Development QBE

10:00am
Panel Discussion
  • Achieving an agile, fail fast mentality in a highly regulated industry
  • How to think like a start-up: Embedding an ambitious innovation culture
  • From pilot to lift off: How to roll out products efficiently and reduce downtime

USAA Kristina Tomasetti Strategic Innovation Director USAA

Arity Gina Minick Director of Product, Insurance Solutions Arity

QBE Hilary Zimmer VP Product Development QBE

Duck Creek Technologies Willy Fox VP Solutions Marketing Duck Creek Technologies

From Insights to Intelligence: Deploying Machine Learning & AI to Maximum Impact
9:00am
AutoML’s Disruption of Analytics & The Impact for Insurance
  • Explore how Automated machine learning (AutoML) is emerging as a crucial tool of modern data science and analytics
  • Understand how AutoML will bring value and transparency to insurance processes, from qualifying risk of customers to automating claims management
  • Recognize some of the unique characteristics for AutoML in insurance around model risk, compliance, and model monitoring

DataRobot Rajiv Shah Data Scientist DataRobot

9:20am
Effectively Leverage Text Analytics using Machine Learning Innovation
  • Get an introduction to Text Analytics and how text is used in modelling
  • Explore the value of text analytics in a real use case and get a strategy to start exploring text analytics

Farmers Insurance Scot Barton Head of Business Insurance R&D Farmers Insurance

09:40am
Panel Discussion
  • Meet customer demands at scale with advancing analytics: Accelerate underwriting, fast-track claims and boost CX
  • Balance efficiency and effectiveness with process automation, unlocking cost savings whilst delivering customer innovations
  • What should you be doing today? How to develop AI capabilities for tomorrow

Health Care Service Corporation Imir Arifi Head of Artificial Intelligence & Machine Learning Health Care Service Corporation

DataRobot Rajiv Shah Data Scientist DataRobot

Farmers Insurance Scot Barton Head of Business Insurance R&D Farmers Insurance

Persistent Systems Rahul Dubey SVP, Global Head - Intelligent Business Automation Persistent Systems

10:30am
Networking Coffee
One to One: Deploying Analytics and Connected Technologies for Real-Time Personalization
11:00am
Strategies to Leverage Personalization Effectively: Data Is Not Enough
  • Personalization has moved from expectation to imperative across the industry
  • The customer experience must now deliver value to the individual person, not to “people like you”
  • Learn how to leverage what you know to create customers who are loyal and want to stay for life

USAA Allen Lay AVP P&C Digital USAA

11:20am
The Path to Superior Customer Experiences and Results Leveraging Hyper-Personalization
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • Delight customers across the customer journey: Remove friction from new policy applications, policy changes, renewals, claims and settlements
  • Organize and analyze customer data to drive revenue and optimize customer experiences, particularly in the dynamic age of the sharing economy, IoT devices and digital channels

Redpoint Global Dennis DeGregor WW General Manager, CX Redpoint Global

11:40am
Smart Homes: Changing the Role of Insurance From Reactive to Proactive
  • Create the personalized policies that customers are demanding in the modern age of insurance
  • Deploying smart home products that create ongoing customer relationships that build confidence and loyalty, whilst also reducing the number and size of claims
  • Utilizing smart data to provide real-time risk analysis, and predictive analytics for future risk

Silicon Labs Silvia Madrigal Business Development Executive, IoT Silicon Labs

12:00pm
Panel Discussion
  • Seamless segmentation: Wield your customer knowledge to your advantage
  • Creating tailored products to provide the coverage that your customer actually wants
  • Individualized insurance: Achieving the ultimate in personalization with connected technologies

USAA Allen Lay AVP P&C Digital USAA

Redpoint Global Dennis DeGregor WW General Manager, CX Redpoint Global

Silicon Labs Silvia Madrigal Business Development Executive, IoT Silicon Labs

Getting Ahead of Emerging Risks: Creating World Class Products for Cyber Risk
11:00am
LIVE POLLING SESSION New Risks to Watch

Break down the strategies discussed among your peers, and gain inspiration and insight from across the room!

 Join discussions on:

  • The impact of AI and connected data on actuarial science
  • What are the biggest risks we face?
  • How are innovation and insurtech transforming portfolio development?
11:20am
Switch the Mindset for Insurance: Move From Product to Customer Service
  • How to move away from an insurance product view to a customer centric protection service view
  • How to focus less on traditional insurance processes and artefacts and more on protection service offerings to the customer
  • Building a digital insurance platform capable of supporting multiple on-demand insurance products and services

Slice Labs Philippe Lafreniere Chief Growth Officer Slice Labs

11:40am
Panel Discussion
  • How AI and connected data are converging to transform trend and risk analysis and actuarial science around emerging risks
  • Understanding of cyber risk threats, from business interruption, hacking to GDPR
  • Steps to develop a comprehensive cyber policy portfolio

Zurich Yosha DeLong VP Head of Cyber Underwriting Zurich Insurance

Slice Labs Philippe Lafreniere Chief Growth Officer Slice Labs

CNA Andy Lea VP Head of Commercial E&O, Cyber & Media Liability CNA

12:00pm
Prioritizing Security: Blockchain, IoT, Compliance and Cyber Risks
11:00am
Blockchain: The Journey from Hype to Reality
  • Get an overview of blockchain and the opportunities for the insurance industry
  • Why a consortium? Explore the need to collaborate
  • Understand the framework and primary use cases for blockchain

RiskBlock Alliance Christopher McDaniel President RiskBlock Alliance

11:20am
Secure Data is the Key to Power Emerging Technologies
  • Keep up with emerging trends powered by massive amounts of incoming data - but is your data secure so you're able to take advantage of these trends?
  • Focusing on the security of the incoming data, and putting security at the forefront of all policies
  • Utilizing data for active insurance risk management, personalisation, underwriting & distribution, claims, big data and more

Microsoft Nick Leimer Principal Insurance Industry Lead Azure Microsoft

11:40am
Prioritize Security Risks and Solutions in the Face of Ever-Changing Risks, Threats and Tech
  • Strategies to make good, risk-based decisions to protect your organization and customers
  • Identify where technology will help and where it will hurt, and explore whether "new" technologies are really riskier than "old" technologies
  • How to make smart business decisions about spending information protection dollar

American Family Stephen Fried IT Security Director American Family

12:00pm
Panel Discussion
  • Finessing current cyber security capabilities as risk increases across the insurance industry
  • Steps to fully capitalize on the blockchain opportunities across insurance
  • Explore strategies and technologies to effectively secure the radically increasing volume of sensitive data in carriers’ hands

RiskBlock Alliance Christopher McDaniel President RiskBlock Alliance

Microsoft Nick Leimer Principal Insurance Industry Lead Azure Microsoft

American Family Stephen Fried IT Security Director American Family

DataRails Eitan Smilchensky Head of Marketing DataRails

12:30pm
Lunch & Networking
VIP Lunch Sponsored by TCS
The New Normal: Customer Expectations and Planning for the Future
2:00pm
Closing the Loop: Hold Your Organization Accountable to Timely Customer Feedback
  • Strategies to develop a system of improving customer experience, utilizing key KPIs of service
  • Tools to effectively track and understand KPIs including customer feedback response times

Paul Davis Restoration Brad Cowan SVP Paul Davis Restoration

2:20pm
Panel Discussion
  • 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
  • How to track progress with customers: Tracking NPS, loyalty and other metrics to focus transformation continually
  • The science of customer relationships: In the future can insurance be their port in a storm?

Paul Davis Restoration Brad Cowan SVP Paul Davis Restoration

Erie Insurance Kevin McCann VP Strategy & Research Erie Insurance

CSAA Brian Gaab Strategy & Innovation CSAA

Kofax Sarah Johnson Senior Industry Solutions Architect Kofax

AmTrust Matt Zender SVP – WC Product Manager AmTrust

Building Strong Partnerships to Successfully Innovate in Insurance
2:00pm
Ask the VC Panel
  • How to implement a successful pilot program on a wider scale, gathering the necessary internal resources and devising a holistic strategy
  • The tips and tricks from carriers who have successfully deployed a fast track roll out and what they would do differently
  • The enemy of good is better: Accepting the trade-offs for efficient roll out, enhancing and rectifying after implementation

AmFam Ventures Patrick Klas Associate AmFam Ventures

Northwestern Mutual Craig Scheduler Venture Partner Northwestern Mutual

XL Innovate Chris Downer Principal XL Innovate

New York Life Ventures Puja Samuel Head of Platform New York Life Ventures

Moderator: The Jacobson Group Margaret Milkint Managing Partner The Jacobson Group

Modernize your Innovation Strategy: Structure Your Investment and Priorities to Maximize Results
2:00pm
Measurable and Sustainable Risk Improvement: Maximize the ROI of safety tech platforms
  • Explore the Do’s and Don’ts for developing a safety technology strategy and choosing the right solution for your organization
  • Create partnerships with all stakeholders, internal departments, vendor community and insurance carrier, to maximize impact
  • Go beyond the “identification stage:” The necessary investments in coaching, training, disciple to improve successful outcomes

AIG Insurance Harry Storck Global Leader - Auto Liability AIG Insurance

2:20pm
Building Your Internal Innovation Engine
  • Create the capacity to evaluate, experiment, and de-risk opportunities for the business
  • Define clear roles and accountabilities to accelerate results
  • In pursuit of the right opportunities - dividing sustaining/incremental innovation from disruptive innovation, being able to say no and embedding the ability to measure progress

American Family Michelle Rustler Strategy and Optimization Director American Family

2:40pm
Panel Discussion
  • Among so much tech innovation, prioritize focus on maximizing business impact
  • Getting up to speed: Unlock transformative change by leveraging innovation at scale
  • Building ROI into implementation plans: Building a business case for future innovation investment

AIG Insurance Harry Storck Global Leader - Auto Liability AIG Insurance

American Family Michelle Rustler Strategy and Optimization Director American Family

TCS Dave Giordano Founder and President Technology Services Group

3:10pm
Key Takeaways: What Have We Learnt?
  • Catch up on what you’ve missed: Wrap up of the key lessons from each stream and session
  • Prioritize and strategize: Define the key outcomes and how they link together and impact each other, helping to assess the biggest priorities to get right now and immediate to do lists
  • Bring the bigger picture into focus: Walk away with the overarching themes at the front of your mind to keep transformation on the right path
3:30pm
Close of Conference
8:00am
Registration and Coffee
8:40am
Welcome and Opening Remarks

Insurance Nexus Emma Sheard Head of Strategy Insurance Nexus

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

Setting the Scene for Industry Disruption
9:00am
Bringing the Golden Rule to Insurance
  • As insurance goes the way of many disrupted industries before it, carriers are in a unique position to shape the future of the customer experience.
  • Customers are now in the driver’s seat and are steering their carriers towards convenience, ease and choice – how will we anticipate their needs?
  • How do we ensure our treatment matches customer expectations?

Allstate Cheryl Bendtsen Senior Vice President, Claims Operations Allstate

9:20am
The Cases For and Against Insurance Innovation Through Venture Capital
  • Get an inside look at American Family Ventures including insights from investing in and working with dozens of early stage startups in insurance
  • Gain lessons learnt from the successes and challenges seen across startups
  • What does venture capital lessons mean for your innovation program?

American Family Ventures Drew Aldrich Principal American Family Ventures

9:40am
IoT & Insurance: Entering the Age of Post Truth
  • Debunk the most common myths surrounding IoT Insurance
  • Analyse the value creation across best practice examples: what have we learnt?
  • Explore the best journey to successful execution of IoT in insurance

IoT Insurance Observatory Matteo Carbone Founder IoT Insurance Observatory

10:00am
Panel Discussion: Setting the Scene for Industry Disruption
  • Build a safer, healthier world as connected devices transform the meaning of risk, and shape the future of insurance
  • Leverage innovative and connected technologies to deliver greater impacts and value across your organization
  • Defining “Insurance as a Service”: Exploring a transformative industry-wide shift away from the policy

Allstate Cheryl Bendtsen Senior Vice President, Claims Operations Allstate

American Family Ventures Dan Reed Managing Director American Family Ventures

IoT Insurance Observatory Matteo Carbone Founder IoT Insurance Observatory

10:30am
Networking Coffee Break
Transforming Your Organization to Become Fanatical About Customers

Moderator: ??? John Bachmann Claims Leader

11:00am
Meet the Evolving Expectations of the Modern Insurance Customer
  • Understand the drivers of change and how customer experience is critical for success
  • Explore the response across insurance and how the landscape is adapting
  • Assess industry-wide trends and dive into key focus areas to explore how insurers are responding

Metlife Jaclyn Ryan Vice President, Global Strategy Metlife

11:20am
FIRESIDE CHAT: Navigating the customer experience through digital channels
  • Technology advancements have created many digital channels to improve the overall customer experience.
  • How do we get into the customer service mindset and help drive policy holders to the most effective channels?
  • Which channels are considered most effective for the customer experience, depending on where companies are in their journey?

EXL Raghav Jaggi Senior Vice President, Global Insurance P&C & F&A Leader EXL Services

EXL Dan Moore Head of Operations QBE

11:40am
Create an Agile Learning Ecosystem
  • To drive business results through learning, one-size fits all learning delivery platforms are no longer sufficient to engage and drive change
  • Architect and design a connected learning ecosystem that creates a seamless learner experience while centrally tracking learning data
  • Pave the way for increased automation, analytics, and AI

Farmers Insurance Grant Velie Tech & Learner Experience Director Farmers Insurance

12:00am
Panel Discussion
  • Integrate customer feedback organization-wide to deliver what your customers really want
  • Transform product development to create customer-winning products and services
  • Turn your organization customer-crazy and bring your team on board and make customer-centricity a reality

Metlife Jaclyn Ryan Vice President, Global Strategy Metlife

EXL Raghav Jaggi Senior Vice President, Global Insurance P&C & F&A Leader EXL

EXL Dan Moore Head of Operations QBE

Farmers Insurance Grant Velie Tech & Learner Experience Director Farmers Insurance

Tata Consultancy Services Kathy Burger Practice Lead, Insurance and Healthcare Tata Consultancy Services

Cultivate Innovation Leadership and Transform What Insurance Means

Moderator: ??? Chris Frankland Founder InsurTech360

11:00am
True Transformation Begins with Transformational Leadership
  • Strategies to create a culture of transformation, beginning with empowerment and engaging employees to participate in the transformation
  • Is your organization prepared for transformation? Confirming whether processes and organizational structure are automation-ready
  • Setting the right expectations for the benefits of automation to ensure success

Zurich Amandah Greiling SVP, Head of Underwriting Support and Service Zurich

11:20am
How to Evolve Insurance Into a Platform & Meet Customer Needs
  • Insurance is being challenged to transform and fit with the platform economy to meet the needs and expectations of customers
  • How you can move forward towards this future now, leveraging greater customer engagement
  • Key considerations to keep front of mind for achieving a platform business model

dacadoo Americas Blake Hill VP Business Development Life Insurers dacadoo Americas

11:40am
Explore the Opportunities and Challenges of Underwriting in a Digital Age
  • The practical steps to take for achieving an innovation-ready foundation within your organization
  • Strategies to prioritise and maximise opportunities presented by new trends, tech and innovation
  • How to overcome internal challenges to progress

AmTrust Scott Stevens VP Underwriting, WC AmTrust

12:00pm
Panel Discussion
  • Embed insurance seamlessly within modern life and create products that resonate with customers
  • Create an innovation-first organization that prioritizes continuous improvement
  • How to lead your team, company and customer into the future

Zurich Amandah Greiling SVP, Head of Underwriting Support and Service Zurich

dacadoo Americas Blake Hill VP Business Development Life Insurers dacadoo Americas

AmTrust Scott Stevens VP Underwriting, WC AmTrust

Creating a Seamless, Digital Customer Experience

Moderator: ??? Stephen Applebaum Managing Partner Innovative Solutions Group

11:00am
LIVE POLLING: Defining Digital Capabilities

Let’s get some real-time statistics, and dive into real challenges, opportunities and strategies the audience are focused on.

We’ll be using live polling software Slido to understand:

  • The priorities for digitalization across the insurance value chain
  • Defining the optimum level of “digital” communications
  • Contrasting digital and traditional communication strategies
11:20am
Enable the Commercial Underwriter of the Future through Digital Transformation
  • How to serve brokers and customers in a high speed, high complexity business environment
  • Effectively prioritize change: Transform your business before transforming the technology
  • Rethinking design and implementation through the lens of agile principles

Zurich Riccardo Reati VP Digital Transformation Strategy Zurich

11:40am
Transforming Customer Experience & Reduce Costs with Claims Payment Innovation
  • Do customers currently get paid how they want to be paid? Understand the impact of payment strategy on your customers and bottom line
  • How to build a solid claims payment strategy based on the highest priorities, including ease of implementation, security, payout options, speed and more
  • Get insight from case study Benekiva, including the lessons learnt on transforming claims payment and opportunities for greater engagement and efficiency

Fiserv Tammi Shapiro VP Electronic Payments Product Fiserv

Benekiva Brent Williams Founder, CEO Benekiva

12:00pm
Panel Discussion
  • The real gold is the experience: Create digital experiences that rival the human experience
  • Explore technologies that enable seamless, automated and simple transactions
  • Strategies to overcome the cultural and technological challenges in transforming the journey

Zurich Riccardo Reati VP Digital Transformation Strategy Zurich

Fiserv Tammi Shapiro VP Electronic Payments Product Fiserv

Benekiva Brent Williams Founder, CEO Benekiva

12:30pm
Lunch & Networking
VIP Lunch Sponsored by EXL Services
What do Customers Want? Embed the Customer Voice Across the Value Chain
1:30pm
LIVE POLLING SESSION: What Do Customers Want from Insurance?

Let’s get some real-time statistics, and dive into real challenges, opportunities and strategies the audience are focused on.

We’ll be using live polling software Slido to understand:

  • What is the most important priorities for our customers?
  • What does insurance mean to our customers, and will that change in the future?
  • What can we deliver that is over and above customer’s expectations?
1:50pm
Your Customer is the Answer: Incorporating Customer Feedback Throughout Your Organization
  • Set the stage for meaningful product development: Transform into a customer-centric organization to understand what your customers really want
  • Define the ROI of listening to customer feedback, and explore strategies to capture the voice of the customer effectively
  • Place the long-term focus on customer retention and loyalty to accelerate the growth of your organization

Society Insurance Kevin Wondra Head of Innovation Society Insurance

2:10pm
Using AI to Deliver Customer Experience at Scale
  • How AI can improve the customer experience through personalization
  • Lessons learnt from insurance companies using AI in marketing campaigns and claims management
  • Assemble the tools: How best to start the journey to improving the customer experience with AI

DataRobot Rajiv Shah Data Scientist DataRobot

2:30pm
Panel Discussion
  • Understand behavioural science, customer feedback and analytics to understand what makes your customers tick
  • Integrate customer testing and feedback into all areas of the insurance value chain, from product development to customer service
  • Identify the pain points impacting your customer, e.g. customer complaints & uncovered claims

Zurich Vishal Chawla Former Head of Customer Insights Zurich

Society Insurance Kevin Wondra Head of Innovation Society Insurance

DataRobot Rajiv Shah Data Scientist DataRobot

Going Above and Beyond: Creating Products Customers Will Love
1:30pm
How and Why: The Move From Data to Smart Data
  • Explore the main difference between collecting data and delivering information across the insurance value chain
  • Understand the importance of contextualised information for insurance companies - how does this impact processes and results?
  • Integrating smart data to enable more accurate insurance policies, greater customer engagement and more

SeeYourBox Marco Toja CEO SeeYourBox

1:50pm
The Good, The Bad and the Ugly of Piloting the Connected Home
  • Explore the lessons learnt from American Modern's water sensor pilot, including the challenges and success
  • How to implement a pilot of IoT devices utilizing lean methodology

American Modern Shannon Lewandowski Innovation and Digitalization-IoT American Modern

2:10pm
Opening the Connected Home: Risk Mitigation & Customer Experience
  • Leverage the accelerating trends of the Connected Home for greater risk mitigation and improve customer relationships
  • How to start: minimize market entry risks on pilot campaigns as well as in fully scaled up scenarios
  • Strategies to improve the comprehensive user experiences, including smart living scoring, gamification and more

ROC Connect Marcus Scheiber CEO ROC Connect

2:30pm
Panel Discussion
  • Leading customers into the future: Ensure adoption of connected insurance products at scale
  • Deploying insurance at the right moment and transforming an emergency
  • What you know can’t hurt you: Enable customers to manage their own risk with real-time data

SeeYourBox Marco Toja CEO SeeYourBox

American Modern Shannon Lewandowski Innovation and Digitalization-IoT American Modern

ROC Connect Marcus Scheiber CEO ROC Connect

#ClaimsTech Innovation - Transforming Claims for Efficiency and Experience
1:30pm
Exploring Current #ClaimsTech Investment and Trends
  • Uncover major global claims innovation trends, and how North American carriers compare
  • Discover where investment in claims technology is growing, declining and being prioritized
  • Who is essential for claims transformation? Understand the major players and what they bring to the table

Insurance Solutions Group Stephen Applebaum Managing Partner Insurance Solutions Group

1:50pm
Compelling Customers to Invest in Connected Home Devices
  • How do you get people to eat their oatmeal? (You give them an assortment of delicious toppings)
  • Can we build solutions that work for customers and the industry?
  • Using strategic partnerships with retailers and manufacturers to bolster consumer interest

Travelers BJ Treese MD, Emerging Property Products Travelers

2:10pm
Connecting the Dots: Turning Data to an Experience
  • Using the ocean of connected car data to craft new experiences for the automotive ecosystem, insurers and policyholders
  • Explore the rapidly changing Smart Mobility landscape
  • How driving data is giving rise to new experiences and business opportunities

CCC Jason Verlen SVP Product Management CCC

2:30pm
Panel Discussion
  • Leverage connected tech to restore customers’ lives rapidly after a loss
  • The evolution of claims automation from workflow to cognitive automation, unlocking opportunities to improve efficiency
  • Using new data sources, from customer-submitted photo, aerial video data & IoT devices

Travelers BJ Treese MD, Emerging Property Products Travelers

CCC Jason Verlen SVP Product Management CCC

Adlib Scott Mackey SVP Customer Experience, Adlib

3:00pm
Networking Coffee
Designing and Delivering an Outstanding Customer Experience
3:30pm
How To: Digital Transformation via Collaboration
  • Attain alignment, focus, and excellence across transformation projects with Objectives and Key Results (OKRs)
  • Achieve true customer-centric: In-source and elevate inclusive design practices
  • Satisfy customers and stakeholders alike with findings, results, and a new kind of roadmap

Prudential John Consigli Director, Customer Experience Prudential

3:50pm
Leverage Integration to Achieve Customer Engagement Success
  • In today's modern world of insurance, customer engagement is critical - and collaboration and integration is essential for achieving consistent, personalized and engaging customer relationships
  • Strategies for how to use integration to improve customer engagement
  • Utilizing the Customer Journey Map: the ultimate tool to visualize integrated communications

Quadient Andi Dominguez Product Marketing Manager Quadient

4:10pm
Build a Modern, Customer-Centric Online Experience from Scratch
  • Explore the challenges in developing a customer- focused product focused in the highly regulated and risk-sensitive insurance industry
  • The importance of customer experience: how Hippo enables 60second quotes and purchase within minutes, including tools such as a full-stack policy management system and sales team incentivized on customer service, not sales
  • Gain insight into the lessons learnt from building an online product from scratch

Hippo Insurance Aviad Pinkovesky Head of Product Hippo Insurance

4:30pm
Panel Discussion
  • Fusing digital and traditional channels: Remapping your customer journey for simplicity
  • The Experience X-Files: Fixing the moments that wreak havoc on your customer’s experience
  • Engaging your ecosystem of providers to embody your CX standards

Prudential John Consigli Director, Customer Experience Prudential

Quadient Andi Dominguez Product Marketing Manager Quadient

Hippo Insurance Aviad Pinkovesky Head of Product Hippo Insurance

SocialSurvey Scott Harris Chief Executive Officer SocialSurvey

Make IoT Products Work Across Insurance Lines: Risk, Engagement, Claims
3:30pm
Proactive, Tailored, Lower Cost: Providing The New Home Insurance
  • How the rise of IoT, the adoption of embedded smart devices in the home and cloud communications is driving a new type of insurance
  • Enable a closer customer relationship utilizing smart home tech - creating stickiness and enabling insurance purchase to be more interactive and personalized
  • What do these opportunities mean for insurance strategies and priorities?

MindHome Insurance Daniel Turgel Founder & CEO MindHome Insurance

3:50pm
Realize the Benefit of IoT: How to Balance Data, Value, Risk, Loss and Engagement
  • Achieving actionable insights far more easily with more data, improved communications and better analysis
  • Making IoT work: How to partner with policyholders to access data, build a business model that delivers value for carrier and customer and develop models to utilize data for risk assessment, loss management and engagement
  • Explore the specifics of three case studies from auto, home and life insurance, on how IoT has driven business results – including a reduction in claims costs, engaged customers, informed underwriting & more

Octo John Heffernan Sr Sales Director – Claims, Americas Octo Telematics

4:10pm
Build Commercial Insurance Products that Leverage IoT Data
  • Improve underwriting by utilizing existing data and/or deployed sensors
  • Enable brokers with digital marketing tools that give brokers a competitive advantage
  • Engage policyholders to reduce risk with data analytics and business intelligence

Corvus Insurance Phil Edmundson Founder & CEO Corvus Insurance

4:30pm
Panel Discussion
  • Provide positive touchpoints to enhance engagement with risk mitigation strategies
  • Reducing risk with awareness, education and behaviour modification
  • Increasing risk assessment accuracy: The value of exact risks, rather than generalizations?

MindHome Insurance Daniel Turgel Founder & CEO MindHome Insurance

Octo John Heffernan Sr Sales Director – Claims, Americas Octo Telematics

Corvus Insurance Phil Edmundson Founder & CEO Corvus Insurance

Tata Consultancy Services Pankaj Sinha Practice Head - Data & Analytics, BFSI - Insurance, Banking and Insurance Technology Group Tata Consultancy Services

3:30pm
Get to Grips with New Tech Opportunities: Rapid Fire Tech Spotlights
  • Get an understanding of the new tech changing the face of insurance
  • Explore opportunities, trends, challenges and strategies available across the insurance value chain

ClaimGenius Raj Pofale CEO ClaimGenius

Flo Technologies Paul Vacquier Business and Legal Affairs Flo Technologies

Optimity Jane Wang CEO Optimity

ProNavigator Joseph D’Souza Chief Executive Officer ProNavigator

Tractable Alexandre Dalyac CEO and Co-founder Tractable

4:00pm
Innovative Tech Implementation Roundtables

Break down the strategies discussed among your peers, and gain inspiration and insight from across the room!

Join discussions on:

  • Integrating new tech into existing environments
  • Change management to optimize implementations
  • Considerations when assessing brand new tech opportunities
5:00pm
Networking Drinks & Insurance Innovation Awards Ceremony
Networking Drinks Sponsored By Audatex, a Solera Company

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8:00am
Coffee & Networking
VIP Breakfast Sponsored by Quadient
Connected, Seamless Claims: Delivering Excellence at The Moment of Truth
9:00am
Strategies for Agile Claims: Effectively Adapt to New Platforms and Technology
  • Understand your organisational footprint: looking inward to clarify customer interaction points along the claims path
  • Assemble the necessary tools: Ensure clear alignment on the strategy from the top down, and simplify the process to eliminate complex or segmented operations
  • Utilize a clear change management philosophy to encourage the new adaptation being embraced by the organization

Farmers Insurance Natalie Kaschalk Head of Auto Claims Strategy Farmers Insurance

9:20am
What IoT Means for the Insurers of Today and Tomorrow
  • Adapt to the new normal: How IoT is impacting insurance, particularly as lives become increasingly connected with vehicles, properties and things such as drones
  • How IoT is changing how data is being collected, including from connected vehicles and properties and how it it's at your fingertips
  • Explore the impacts of IoT data as it changes how insurance is offered across lifecycle from quote to claim

Verisk Dawn Mortimer AVP IoT/Telematics Personal Auto Product Development Verisk

Verisk Doug Jentzsch Director of Marketing Verisk

9:40am
Panel Discussion
  • Maximize transparency, reduce friction, and empower customers through the claims process
  • Defining customer priorities, and how that differs between segments
  • Tools to bring the customer’s needs and preferences into decision-making processes

Farmers Insurance Natalie Kaschalk Head of Auto Claims Strategy Farmers Insurance

Verisk Dawn Mortimer AVP IoT/Telematics Personal Auto Product Development Verisk

Verisk Doug Jentzsch Director of Marketing Verisk

tata_consultancy_services Tom Rubenacker Business Development Director Tata Consultancy Services

10:10am
Claims CX Innovation Roundtables

Break down the strategies discussed among your peers and gain inspiration and insight from across the room!

 

Join discussions on:

  • Opportunities for automation across the claims lifecycle
  • Strategies to demonstrate personalization and transparency in communication
  • Where’s the line for ensuring human interaction within automation?
The Practicalities of Product Innovation: Achieving Scale, Speed and Success
9:00am
FIRESIDE CHAT: Create an Innovation Culture – How to Drive Change in Your Organization
  • Expose employees to new ways of thinking and working: initiatives that educate, inspire and spur creative problem-solving
  • Provide avenues for employees to innovate across the organization: opportunities to demonstrate and foster a nimble, test & learn culture
  • Expand your innovation community: engage everyone, everywhere – employees and key stakeholders

Liberty Mutual Mark Kotzer Director, Innovation Engagement & Evangelism Liberty Mutual

9:20am
From Pilot to Lift Off: How to Roll Out Products Efficiently and Reduce Downtime
  • Inside tricks from an effective innovator: How to implement a successful pilot program on a wider scale, gathering the necessary internal resources and devising a holistic strategy
  • The enemy of good is better: Understanding and accepting the trade-off for efficient roll out, and build the ability to enhance and rectify after implementation
  • The tips and tricks from traditional, large insurance carriers who have successfully deployed a fast track roll out, including what they would do differently!

Arity Gina Minick Director of Product, Insurance Solutions Arity

9:40am
Think Like a Start-Up: Embedding an Ambitious Innovation Culture
  • Put the customer needs and experience at the heart of all product decisions and take an agile approach to roll out new coverage solutions with speed and flexibility
  • Place responsibility for product development innovation in the hands of all employees, from executive leadership to customer-facing staff, to create a dynamic culture of innovation
  • Hear how carriers have encouraged innovation to maximize institutional knowledge and opportunities in the creation of comprehensive coverage solutions

QBE Hilary Zimmer VP Product Development QBE

QBE Mike Conlon VP Product Development QBE

10:00am
Panel Discussion
  • Achieving an agile, fail fast mentality in a highly regulated industry
  • How to think like a start-up: Embedding an ambitious innovation culture
  • From pilot to lift off: How to roll out products efficiently and reduce downtime

USAA Kristina Tomasetti Strategic Innovation Director USAA

Arity Gina Minick Director of Product, Insurance Solutions Arity

QBE Hilary Zimmer VP Product Development QBE

Duck Creek Technologies Willy Fox VP Solutions Marketing Duck Creek Technologies

From Insights to Intelligence: Deploying Machine Learning & AI to Maximum Impact
9:00am
AutoML’s Disruption of Analytics & The Impact for Insurance
  • Explore how Automated machine learning (AutoML) is emerging as a crucial tool of modern data science and analytics
  • Understand how AutoML will bring value and transparency to insurance processes, from qualifying risk of customers to automating claims management
  • Recognize some of the unique characteristics for AutoML in insurance around model risk, compliance, and model monitoring

DataRobot Rajiv Shah Data Scientist DataRobot

9:20am
Effectively Leverage Text Analytics using Machine Learning Innovation
  • Get an introduction to Text Analytics and how text is used in modelling
  • Explore the value of text analytics in a real use case and get a strategy to start exploring text analytics

Farmers Insurance Scot Barton Head of Business Insurance R&D Farmers Insurance

09:40am
Panel Discussion
  • Meet customer demands at scale with advancing analytics: Accelerate underwriting, fast-track claims and boost CX
  • Balance efficiency and effectiveness with process automation, unlocking cost savings whilst delivering customer innovations
  • What should you be doing today? How to develop AI capabilities for tomorrow

Health Care Service Corporation Imir Arifi Head of Artificial Intelligence & Machine Learning Health Care Service Corporation

DataRobot Rajiv Shah Data Scientist DataRobot

Farmers Insurance Scot Barton Head of Business Insurance R&D Farmers Insurance

Persistent Systems Rahul Dubey SVP, Global Head - Intelligent Business Automation Persistent Systems

10:30am
Networking Coffee
One to One: Deploying Analytics and Connected Technologies for Real-Time Personalization
11:00am
Strategies to Leverage Personalization Effectively: Data Is Not Enough
  • Personalization has moved from expectation to imperative across the industry
  • The customer experience must now deliver value to the individual person, not to “people like you”
  • Learn how to leverage what you know to create customers who are loyal and want to stay for life

USAA Allen Lay AVP P&C Digital USAA

11:20am
The Path to Superior Customer Experiences and Results Leveraging Hyper-Personalization
  • Connecting customer data and intelligently orchestrating across touchpoints to create highly personalized and relevant engagement
  • Delight customers across the customer journey: Remove friction from new policy applications, policy changes, renewals, claims and settlements
  • Organize and analyze customer data to drive revenue and optimize customer experiences, particularly in the dynamic age of the sharing economy, IoT devices and digital channels

Redpoint Global Dennis DeGregor WW General Manager, CX Redpoint Global

11:40am
Smart Homes: Changing the Role of Insurance From Reactive to Proactive
  • Create the personalized policies that customers are demanding in the modern age of insurance
  • Deploying smart home products that create ongoing customer relationships that build confidence and loyalty, whilst also reducing the number and size of claims
  • Utilizing smart data to provide real-time risk analysis, and predictive analytics for future risk

Silicon Labs Silvia Madrigal Business Development Executive, IoT Silicon Labs

12:00pm
Panel Discussion
  • Seamless segmentation: Wield your customer knowledge to your advantage
  • Creating tailored products to provide the coverage that your customer actually wants
  • Individualized insurance: Achieving the ultimate in personalization with connected technologies

USAA Allen Lay AVP P&C Digital USAA

Redpoint Global Dennis DeGregor WW General Manager, CX Redpoint Global

Silicon Labs Silvia Madrigal Business Development Executive, IoT Silicon Labs

Getting Ahead of Emerging Risks: Creating World Class Products for Cyber Risk
11:00am
LIVE POLLING SESSION New Risks to Watch

Break down the strategies discussed among your peers, and gain inspiration and insight from across the room!

 Join discussions on:

  • The impact of AI and connected data on actuarial science
  • What are the biggest risks we face?
  • How are innovation and insurtech transforming portfolio development?
11:20am
Switch the Mindset for Insurance: Move From Product to Customer Service
  • How to move away from an insurance product view to a customer centric protection service view
  • How to focus less on traditional insurance processes and artefacts and more on protection service offerings to the customer
  • Building a digital insurance platform capable of supporting multiple on-demand insurance products and services

Slice Labs Philippe Lafreniere Chief Growth Officer Slice Labs

11:40am
Panel Discussion
  • How AI and connected data are converging to transform trend and risk analysis and actuarial science around emerging risks
  • Understanding of cyber risk threats, from business interruption, hacking to GDPR
  • Steps to develop a comprehensive cyber policy portfolio

Zurich Yosha DeLong VP Head of Cyber Underwriting Zurich Insurance

Slice Labs Philippe Lafreniere Chief Growth Officer Slice Labs

CNA Andy Lea VP Head of Commercial E&O, Cyber & Media Liability CNA

12:00pm
Prioritizing Security: Blockchain, IoT, Compliance and Cyber Risks
11:00am
Blockchain: The Journey from Hype to Reality
  • Get an overview of blockchain and the opportunities for the insurance industry
  • Why a consortium? Explore the need to collaborate
  • Understand the framework and primary use cases for blockchain

RiskBlock Alliance Christopher McDaniel President RiskBlock Alliance

11:20am
Secure Data is the Key to Power Emerging Technologies
  • Keep up with emerging trends powered by massive amounts of incoming data - but is your data secure so you're able to take advantage of these trends?
  • Focusing on the security of the incoming data, and putting security at the forefront of all policies
  • Utilizing data for active insurance risk management, personalisation, underwriting & distribution, claims, big data and more

Microsoft Nick Leimer Principal Insurance Industry Lead Azure Microsoft

11:40am
Prioritize Security Risks and Solutions in the Face of Ever-Changing Risks, Threats and Tech
  • Strategies to make good, risk-based decisions to protect your organization and customers
  • Identify where technology will help and where it will hurt, and explore whether "new" technologies are really riskier than "old" technologies
  • How to make smart business decisions about spending information protection dollar

American Family Stephen Fried IT Security Director American Family

12:00pm
Panel Discussion
  • Finessing current cyber security capabilities as risk increases across the insurance industry
  • Steps to fully capitalize on the blockchain opportunities across insurance
  • Explore strategies and technologies to effectively secure the radically increasing volume of sensitive data in carriers’ hands

RiskBlock Alliance Christopher McDaniel President RiskBlock Alliance

Microsoft Nick Leimer Principal Insurance Industry Lead Azure Microsoft

American Family Stephen Fried IT Security Director American Family

DataRails Eitan Smilchensky Head of Marketing DataRails

12:30pm
Lunch & Networking
VIP Lunch Sponsored by TCS
The New Normal: Customer Expectations and Planning for the Future
2:00pm
Closing the Loop: Hold Your Organization Accountable to Timely Customer Feedback
  • Strategies to develop a system of improving customer experience, utilizing key KPIs of service
  • Tools to effectively track and understand KPIs including customer feedback response times

Paul Davis Restoration Brad Cowan SVP Paul Davis Restoration

2:20pm
Panel Discussion
  • 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
  • How to track progress with customers: Tracking NPS, loyalty and other metrics to focus transformation continually
  • The science of customer relationships: In the future can insurance be their port in a storm?

Paul Davis Restoration Brad Cowan SVP Paul Davis Restoration

Erie Insurance Kevin McCann VP Strategy & Research Erie Insurance

CSAA Brian Gaab Strategy & Innovation CSAA

Kofax Sarah Johnson Senior Industry Solutions Architect Kofax

AmTrust Matt Zender SVP – WC Product Manager AmTrust

Building Strong Partnerships to Successfully Innovate in Insurance
2:00pm
Ask the VC Panel
  • How to implement a successful pilot program on a wider scale, gathering the necessary internal resources and devising a holistic strategy
  • The tips and tricks from carriers who have successfully deployed a fast track roll out and what they would do differently
  • The enemy of good is better: Accepting the trade-offs for efficient roll out, enhancing and rectifying after implementation

AmFam Ventures Patrick Klas Associate AmFam Ventures

Northwestern Mutual Craig Scheduler Venture Partner Northwestern Mutual

XL Innovate Chris Downer Principal XL Innovate

New York Life Ventures Puja Samuel Head of Platform New York Life Ventures

Moderator: The Jacobson Group Margaret Milkint Managing Partner The Jacobson Group

Modernize your Innovation Strategy: Structure Your Investment and Priorities to Maximize Results
2:00pm
Measurable and Sustainable Risk Improvement: Maximize the ROI of safety tech platforms
  • Explore the Do’s and Don’ts for developing a safety technology strategy and choosing the right solution for your organization
  • Create partnerships with all stakeholders, internal departments, vendor community and insurance carrier, to maximize impact
  • Go beyond the “identification stage:” The necessary investments in coaching, training, disciple to improve successful outcomes

AIG Insurance Harry Storck Global Leader - Auto Liability AIG Insurance

2:20pm
Building Your Internal Innovation Engine
  • Create the capacity to evaluate, experiment, and de-risk opportunities for the business
  • Define clear roles and accountabilities to accelerate results
  • In pursuit of the right opportunities - dividing sustaining/incremental innovation from disruptive innovation, being able to say no and embedding the ability to measure progress

American Family Michelle Rustler Strategy and Optimization Director American Family

2:40pm
Panel Discussion
  • Among so much tech innovation, prioritize focus on maximizing business impact
  • Getting up to speed: Unlock transformative change by leveraging innovation at scale
  • Building ROI into implementation plans: Building a business case for future innovation investment

AIG Insurance Harry Storck Global Leader - Auto Liability AIG Insurance

American Family Michelle Rustler Strategy and Optimization Director American Family

TCS Dave Giordano Founder and President Technology Services Group

3:10pm
Key Takeaways: What Have We Learnt?
  • Catch up on what you’ve missed: Wrap up of the key lessons from each stream and session
  • Prioritize and strategize: Define the key outcomes and how they link together and impact each other, helping to assess the biggest priorities to get right now and immediate to do lists
  • Bring the bigger picture into focus: Walk away with the overarching themes at the front of your mind to keep transformation on the right path
3:30pm
Close of Conference

Download the detailed event brochure

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