Digital Transformation in Insurance: Customer Engagement & Operational Agility: A Virtual Experience

Opening overview (to play when someone enters the platform)

Welcome to The Digital Transformation in Insurance Conference

Impact of the coronavirus on the Insurance industry and digital innovations to overcome the challenges

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Opening overviews (to be put at the top of the list – available all the day)

The social purpose of insurance is to pay claims during times of crisis – every day insurers pay £37m in motor and home insurance claims alone. Yet many customers still feel disengaged.

With the regulator focused on competence, customer outcomes and culture, building a genuine profession will become increasingly important.

This session looks at how digital transformation of insurance might impact upon this aim and highlights some of the opportunities and challenges that could emerge.

• The importance of intuitive and personalized customer experiences to meet rising expectations
• Enhancing and tailoring services through the use of claims and policy data

• Understand how Intelligent Automation can reduce risk for Insurance Companies
• Learn how expediting claims processing can increase customer retention and satisfaction
• Discover how Intelligent Automation can keep your business up to date on compliance efforts

• The ecosystems priority for growth from exploring new business models, products and services to meet rising customer expectations
• Securing strong partners and collaborations for creating new customer value
• Balancing innovation investments with cost efficiency

What does that even mean? You will most likely have heard this over and over again, “Improve the Customer Experience”. You can’t magically improve every customer touch point but you can enhance the touch points that matter!

Creating and managing templates for all your customer communications where data may be held in legacy systems or data silos is a challenge in itself. Giving your customer the option to do business with you through a communication channel of their choice, is that a step too far?

• Data: Delivering the digital experience
• Control: Maintaining templates of all your customer communications
• Delivery: Omni-channel, what exactly does that mean?

• Personalisation through data
• Delivering value through partnerships and collaboration
• Harnessing AI for real-time responses

Join this informal conversation with insurance leaders Aviva and start-up life insurer Yulife to explore the growing opportunity of the SME market. How can insurers use digital to transform their engagement with SME customers?

In this session we welcome ProAdjust Limited to discuss how you can ensure your business is receiving state of the art adjusting services that are cost effective, proactive and designed to add lustre to your brand.

ProAdjust Limited

• What are the best approaches to planning and executing a successful customer-centric journey?
• Overcoming the challenges customer data, technology and culture to speed up the claims process
• Exploring the cultural barriers and behaviours to digitizing claims
• Building the business case to secure buy-in from the leadership team

Call Miner will discuss the power of speech analytics to drive your business

Call Miner

• Introduction to themes and thematic research
• Digitisation and why companies are reinventing themselves
• Overview of digitisation of insurance customers and the impact on insurers

Allow Pythian to take you on a data journey to discover similar challenges, kindred people, and unusual technologies, that enable enterprises like yours to be successful. You’ll learn how to achieve this with the power of your Data and Cloud from Lynda Partner, Global VP Analytics at Pythian and author of Designing Cloud Data Platforms published Dec 2019.

• Strategies to attract and retain the best people
• Reskilling the existing workforce and implementing innovation strategies with teams experienced in traditional business models
• Embracing collaborations with insurtechs and third parties to accelerate transformation

Opening overview (to play when someone enters the platform)

Welcome to The Digital Transformation in Insurance Conference

Impact of the coronavirus on the Insurance industry and digital innovations to overcome the challenges

(pre-record, to play automatically when someone enters the conference)

Opening overviews (to be put at the top of the list – available all the day)

The insurance industry is increasingly adopting technology into a number of different polices allowing providers to increase engagement with policyholders, improve the claims process and even gamify policies. It is crucial for the industry to understand which products consumers are most comfortable for technology to be incorporated within, in order to maximise the potential benefits.

• The role of new cloud based technologies in improving data management
• Getting the building blocks right with robust database infrastructures
• Using AI and machine learning to unlock the value in unstructured data
• Developing an effective data analytics strategy

In this session we welcome DataRobot to discuss how you can transform your business with the leader in Enterprise AI.

DataRobot

• Defining a modernisation strategy for operational agility in the digital age
• Understanding the key factors for ensuring successful legacy modernisation
• How are cloud based tools replacing legacy systems and enabling rapid integration

Hear from Attensi as they discuss how their realistic, engaging and impactful 3D simulations can have a clear benefit to your business.

Attensi

• 90% of all the data in the world was created in the last two years. Phones, cars and cities are collecting millions of data points every day. So how can we harness this data to build better insurance policies?
• How are machine learning and risk intelligence algorithms enabling insurers to use data like never before to quantify risk and offer realtime insurance for the first time ever
• Flock will use the example of its insurance product launched in the drone space in partnership with Allianz and then explore how the approach could be applied to existing insurance lines to cover everything from aviation to autonomous cars.

• Exploring technology strategies to streamline fraud detection
• The power of AI and cloud tools to tackle fraud
• Adopting new technologies to optimise fraud investigations

In this session we welcome ProAdjust Limited to discuss how you can ensure your business is receiving state of the art adjusting services that are cost effective, proactive and designed to add lustre to your brand.

ProAdjust Limited

• Why it will be all about the customer experience
• Changing (digital) customer touch points impacting the established relationship
• From digital products, to digital platforms, to digital ecosystems
• Business model implications for the insurance industry

Opening overview to play once a delegate opens the platform

Chair’s Opening Remarks

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Harnessing innovative technology to deliver a better customer experience, drive increased retention and higher business growth.

• Integrating technology as part of core business strategy to stay agile, flexible and keep pace with change
• Successfully navigating the culture change required to implement digital transformation
• Finding the balance between the physical and digital world to stay relevant
• Practical digital use cases to boost customer satisfaction and back office efficiency

• Understand what drives customers decisions to purchase, or not, an insurance policy

For this session we welcome Ciklum to discuss how you can bring innovative ideas to life with their digital solutions

Ciklum

• Securing board level buy-in and commitment to deliver value
• Attracting the right talent and nurturing a digital culture to establish a company wide agile-operating model
• Tracking returns and what’s needed to scale up initiatives

In this session we welcome Jodi Cartwright from Coverly to discuss how they have integrated insurance data with online cloud accounting to ensure a streamlined quote process.

We welcome FORCS to discuss how they deliver innovative Enterprise solutions and superior customer service, helping clients to transform into a digital organization.

FORCS

Discussing how innovative start ups have been supported at Lloyds Lab and the successes they have seen thanks to their digital solutions.

Opening overview to play once a delegate opens the platform

Chair’s Opening Remarks

(pre-record, to play automatically when people enter)

• The journey to delivering a cutting-edge technology from proof of concept to production
• Overcoming the challenge of securing internal buy-in and investment to deliver cost saving, actionable insights for the business
• Capitalising on the opportunity and value of emerging cloud technologies

• Approaches for integrating IoT into the insurance ecosystem
• Building in-house data platforms versus outsourcing and the role of partnerships
• The question of talent – developing the skills needed to really understand the data
• Exploring the opportunities and challenges from data storage and privacy to IT security with practical IoT use cases

We welcome AFD Software to discuss how they help thousands of large corporations, public sector bodies, small and medium enterprises and the Third Sector by delivering Rapid, Accurate Name, Address and Bank Validation.

AFD Software

• Securing board level buy-in and commitment to deliver value
• Attracting the right talent and nurturing a digital culture to establish a company wide agile-operating model
• Tracking returns and what’s needed to scale up initiatives

We welcome Matthew Reed to discuss how Equipsme have utilised digital tools to ensure that they can still support their customers during this uncertain time in the face of COVID-19.

We welcome FORCS to discuss how they deliver innovative Enterprise solutions and superior customer service, helping clients to transform into a digital organization.

FORCS

AXA UK is using robotics to improve employee productivity as well as customer and employee experience. In this talk, Simon Clayden will share some real-world automation use cases, as well as some top tips on how to develop the skills an organisation needs to enable the workplace of the future.