From The Producers Of The Industry-Leading Digital Transformation In Financial Services Conference: One Senior Day Of Insurance Expertise & Unmissable Transformation Updates
Future-Focused Digital Transformation & Innovation In Insurance
From Insight To Action: Strategies To Harness AI & New Tech, Propel Progress While Tackling Legacy Systems, Increase Operational Effectiveness & Digital Capabilities & Revolutionise The Customer Experience
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Info@theinsuranceconference.com
OFFICIAL START OF CONFERENCE
08.40 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Benjamin Hindson, Chief Commercial Officer, Aon
Caroline Cartellieri, Non-Executive Board Member, Europ Assistance
NEXT-GEN INSURANCE TECHNOLOGIES
09.10 Harness The Critical Digital & Technological Advancements That Will Boost Insurance Operational Performance & Customer Experiences For the Future
- What new technologies are likely to disrupt insurance for the future that professionals should have on their radar?
- Develop hyper-personalised policy offerings and next-level risk assessment through advanced analytics and decision-making.
- Ensure governance and cybersecurity during digital transformation and ensure long-term business resilience.
Rose Commander, Product & Proposition Lead – Life & Health, Hannover Re
TRANSFORMING LEGACY SYSTEMS
09.30 Overcome The Complex Challenges Of Legacy Transformation & Deliver The Future Of Digitalisation For Long-Term Efficiencies & Business Value
- How can common issues with legacy transformation such as system integration and colleague sceptics be overcome to ensure the success of legacy transformation programmes?
- Shift towards cohesive back-end and front-end systems that translate demonstrable service improvements for customers as well as cost savings for businesses.
- Highlight the long-term benefits of transforming legacy systems and secure the buy-in needed for large-scale business transformation.
Chinenye Egbuna Ikwuemesi, Agile Transformation Portfolio Delivery, Liberty Specialty Markets
ENHANCING OPERATIONAL EFFICIENCY
09.50 From Claims Processes To Back Office Functions, Streamline Insurance Operations For Demonstrable Business Functionality Improvements & Bottom-Line Savings
- Secure best-in-class improvements in back-office systems for demonstrable boosts to onboarding procedures, underwriting processes, and claims operations.
- Harness tech and automation to streamline claims and policy administration and remove pain points for customers throughout their journey.
- How can we ensure that systems and efficiency processes are working together to drive operational streamlining, rather than competing with each other and increasing complexity?
Stephanie Jones, Senior Project Manager, Royal London
10:25 Morning Refreshment Break with Informal Networking
AI ADVANCEMENTS
Real Use Cases, Real Strategies
10.55 Drive Demonstrable Rather Than Hypothetical Value From AI Transformation In Insurance & Deliver Next-Gen Impact For Customers & Businesses
- Underwriting? Claims? Customer Service? With so many options out there, where can AI have the most direct impact and value for both insurers and customers alike?
- What can the insurance industry learn from the AI journeys of other areas of financial services and how can insurance avoid pitfalls they might have fallen into?
- How can we measure the true success and value of AI integration and showcase internally for long-term support?
Oseghale Okosun, Senior DevOps Automation Engineer, Lloyds Banking Group
AI, AUTOMATION & NEW TECH
PANEL Q&A
11.15 Drive Powerful Business Impact From AI & New Tech Integration & Generate Organisation-Wide Improvements
- How can we make the shift from single case applications of AI to a systematic integration which aligns with regulations, business structure and legacy systems?
- How can transformation professionals determine the areas where AI can offer direct value for customers and the business, and which will just be a flash in the pan?
- How can AI be used and integrated safely, ensuring protections around customer data and security whilst harnessing its immense potential?
- Alleviate colleague scepticism around AI and effectively showcase its value to colleagues to ensure uptake and maximum business impact.
Valentina Smirnova, Head of Finance Transformation, AXA Partners
Matthew Hodgson, Head of Data Science, Hiscox
Francesca Albino, Head of ESG Analysis, Generali Investments
11.45 Bonus Session – Reserved for Exclusive Conference Partner
DATA & DATA PROTECTION
12.00 Unlock Powerful Business Value From Data Whilst Ensuring Data Privacy Compliance & Protection
- How can companies drive improvements in data collection and analysis to deliver truly data-driven underwriting and insurance services?
- How can we achieve holistic data management strategies in complex business systems for cohesive, secure insights?
- Can AI and tech be harnessed to unpick complex datasets and generate the real actionable insights that can improve customer experiences and business ops?
- Ensure stringent controls and compliance through effective management and protection of sensitive customer data.
Vasudev Maduri, Staff Data Engineer, Admiral Group PLC
12.20 Lunch & Informal Networking for Speakers, Delegates, & Partners
13.20 Afternoon Co-Chairs’ Opening Remarks
James Sandford, Senior Project Manager, Legal & General
Alisha Varde, Lead Market Operations EMEA, P&C Reinsurance, Swiss Re
CULTURAL TRANSFORMATION
DOUBLE PERSPECTIVE
13.30 Embed A Top-To-Bottom Culture Of Transformation & Remove Friction To Bring All Colleagues Along On The Transformation Journey
- In siloed, fragmented insurance businesses, how can you pull together a single view of change progress across portfolios to spot pain points?
- How can a culture of continuous change and innovation be installed internally and an agile ‘Fail-First’ attitude developed?
- Overcome change resistance and fatigue internally and embed change and transformation throughout teams
- Build the right mindset across the business to adapt to change and transformation and drive positive adoption of new technologies
- Not a one-off investment! How can we effectively communicate to boards that businesses require constant transformation to adequately support the business in today’s fast-paced climate?
13.30 Perspective One
John Bell, Head of Culture Change, Centrica
13.50 Perspective Two
Eric Alter, Senior Vice President – Risk & Cyber/AI Engagement & Growth Leader – UK Corporate & Commercial, Marsh Ltd.
14.10 Bonus Session – Reserved for Exclusive Conference Partner
END-TO-END CUSTOMER EXPERIENCES
PANEL Q&A
14.25 Elevate Customer Journeys & Develop Gold-Standard, Holistic Customer Experiences Within Insurance
- When some insurance customer journeys need both speedy and empathetic responses – how can we balance providing 24/7 support using automation whilst escalating the most pressing cases straight to human operators?
- From Medallia Scoring to Always-On Surveys to Google Analytics, what are the best metrics and measures for customer feedback?
- What steps can insurers take to develop hyper-personalised journeys that drive frictionless end-to-end experiences for customers?
- How can we develop customer-feedback cycles that truly understand sentiments and behaviours, and truly make improvements based on this data?
Idriss Selhoum, Chief Information and Transformation Officer, Allianz
Charles Stewart, Deputy Chief Operating Officer and Head of Strategy ABS Global Regions, Aon
Shejal Bhatt, Transformation Lead, Nationwide Building Society
Harshit Kaushik, EMEA Claims Transformation Programme Manager, Chubb
Joshua Sokell, Digital Visual UX Designer – Associate Director, Lloyds Banking Group
Fernando San Martin, Head of Digital Transformation, Digital Business & Innovation, Cesce
14.55 Bonus Session – Reserved for Exclusive Conference Partner
15:00: Afternoon Refreshment Break with Informal Networking
COMPLIANCE & GOVERNANCE
15.40 Ensure Consistent Compliance & Strengthen Risk Management In A Rapidly Changing Environment
- How can organisations support innovation, transformation and integration of new tech and platforms whilst ensuring regulatory compliance?
- How can we keep pace with evolving frameworks and guidance to ensure we’re always able to respond to and deliver against regulatory change?
- Develop frameworks that balance innovation with strong guard-rails and risk mitigation
- Build long-term consumer trust through strengthened values and process within compliance and operation resilience
STAKEHOLDER PERSPECTIVES
16.00 Addressing the Future of the Workplace in a Digitally Enhanced Sphere – How Staff Satisfaction & Technological Development Converge
- Analysing the ethics and the impact of AI on the workplace – looking at the digital workplace, the future of job roles, and addressing concerns surrounding job loss and other social impacts.
- How can organisations encourage stakeholders to tackle digital challenges and consistently revise and improve internal systems, minimising gaps in technical literacy throughout the business?
- How can insurance improve talent retention and attraction with a new generation of workers through innovative technological use?
Suzan van de Kerk, Chief Operating Officer, Risk Data Solutions, Swiss Re
FUTURE OF DIGITAL TRANSFORMATION
PANEL Q&A
16.20 Future-Proof Digital Transformation & Innovation Within Insurance For Long-Lasting, Value-Adding Transformation Programmes
- Looking ahead: How can digital transformation turn traditional insurance businesses upside down to build for future generations of customers and colleagues?
- Where does insurance fit into the transformation timeline across financial services and how can they continue to remain competitive through super-charged transformation?
- How can organisations ensure they’re investing in tech and transformation that will stand the test of time, and avoid costly outlays on tech with a short shelf-life?
- Is the digital workplace fit for your insurance business of tomorrow? How can we overcome different teams with different cost centring resulting in siloes and shift towards holistic architecture?
- In an industry where mergers and acquisitions are commonplace, how can we work around back-end systems that just don’t integrate without re-platforming the entire business?
Elena Madrid Bravo de Soto, Transformation Director, MAPFRE
Matt Poll, Chairman, Sky Protect
Tim Taylor, Lead Reinsurance Business Analyst/Platform Specialist, Howden
Kim Miles, Lead Product Owner, Esure Group
Ian Anderson, Head of Product Management, PMO & Planning, Mutakamela Insurance
16.50 Afternoon Co-Chairs’ Closing Remarks
17.00 Official Close of Conference
