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Programme

If you have a story to share, please contact our production team using the contact details below, we would love to hear from you.

Abi Jeyakumar
Conference Producer, Digital Transformation in Insurance
abi.jeyakumar@arena-international.com

+44 (0) 207 936 6621

Overview

The Front ...

The Front Office Stage

    • 08:00 - 08:45
      • Pick Up Schedules and Visit the Exhibition

        The conference will feature a varied line-up of speakers talking about digital transformation in the insurance industry. No matter your job function you’ll find providers to meet your needs and we’ll be showcasing new solutions to help maximise insurance performance.

        New for 2017, we are looking to expand the conference and hold two streams of content at the same time delivering material on both the front-end customer-facing innovations as well as the back-office operational changes.

        So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

      • 08:45 - 09:00
        • Chair

          Matt Cullen – Head of Strategy, Data and Analytics, Association of British Insurers (ABI)

        Chair’s remarks: Welcome to the Front-Office Stage

        This series of keynotes, debates, roundtable sessions and workshops will explore the latest opportunities and challenges impacting the insurance industry. We will explore how digital technology can help your current processes to better build your relationships with your customers and also look at future trends which will shape the industry.

      • 09:00 - 09:15
        • Keynote Speaker

          Stewart McEwan – Head of Content, UK General Insurance, GlobalData

        Opening Overview of the Digital Landscape in the Front Office

        This keynote will provide an overview of the emerging key themes related to customer service that are framing the digital agenda in insurance, using data and short case studies, to look at how and why new propositions and projects from incumbent providers are vital to the growth of the industry.

        This session will look at how the next five years will be increasingly shaped by the internet of things, machine learning, use of big data, digital-first policy management and the challenge to the traditional purchasing journey made by P2P.

      • 09:15 - 09:45
      • Start-up case study: ‘One size does NOT fit all’ – Investigating the importance of personalisation of processes to your customers.

        In this session, you will hear from a start-up company who can show you the art of building technology around your customer needs rather than the other way around – ‘Be who your customers want you to be.’

        • Discussing why customer trends are changing and how each individual is different to highlight the idea of product differentiation
        • Exploring the idea of personalisation of policy types to each customers to understand it is valued by them

        • Helping to deliver your promises to your customers in order to meet customers’ expectations

        • Treating customers like individuals – showing them you care

      • 09:45 - 10:30
        • Speaker

          Andre Guyer – Head of Digital Transformation, Zurich Insurance

        Case Study: Our story – The challenges of digitally transforming a global business to make them more tech savvy.

        A case study to gain some insight into the steps taken by a major insurer to complete a transformation project and the hurdles overcome in the process.

        • Beginning your journey to digital change – the problems they faced and looking at the best solutions

        • Adapting and realigning business structures around new technology to engage with customers - ‘The broader and bigger the vision, the better?’

        • Expanding the firm as new technology opens new revenue streams and new markets

        • Creating and maintaining a solution just for you to improve your customer acquisition

      • 11:00 - 11:30
        • Speaker

          Paul Hately – Chief Customer Officer, Swiss Re

        Presentation: How can CRM make your business more customer centric?

        This session will investigate how Customer Relationship Management (CRM) software can be utilised effectively to use the data gathered to better customer engagement, satisfaction and loyalty.

        • Exploring the benefits of CRM and how it makes processes easier for customers

        • Focusing on differentiation and customer segmentation and why building that relationship is so important

        • Assessing the future of CRM and how to build your own system

        • Maintaining that vital relationship to make customers feel valued and increase loyalty

      • 11:30 - 12:00
      • Presentation: Innovation in Insurance- Assessing the impact on activity from InsureTech

        Innovation has opened up many more opportunities for the insurance industry. Now, we are able to provide our customers with faster, more efficient processes but how has this affected the idea of ‘Insurtech’?

        • Focusing on current and future activity in the InsurTech space

        • Exploring whether or not, InsurTech is driving innovation within Insurance companies?

        • Examining if the problem statement been established and how soon disruption will completely takeover the industry

        • Evaluating if insurance companies are those driving this innovation

      • 12:00 - 12:30
        • Speaker

          David Kime – Head of Solutions & Innovation, Anana

        Presentation: Exploring the best practice in managing customer journeys to create better process efficiency

        • Optimising the customer’s journey to make their experience quick, effective and hassle-free

        • Focusing on how to manage ‘conversations’ with customers rather than ‘contacts’

        • Designing the Agent Experience to support Customer experience

        • Examining how to turn data into actionable insight that enhance customer experience

      • 12:30 - 14:00
        • Lunch Break and Visit the Exhibition

          The conference will feature a varied line-up of speakers and delegates acting as a great networking opportunity and chance to see the new tech that is the available in the industry. By showcasing new solutions you will be able maximise insurance performance.

          So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

        • 14:00 - 14:30
          • Speaker

            James York – CEO & Founder, Worry and Peace

          Presentation: Creating a better online and digital presence

          This session will explore how insurers can enhance their companies’ online experience and manage it to build that reputation with customers and gain a competitive advantage.

          • Analysing the importance of using external sources of technology to improve online presence

          • The benefits of using online and gaining data to understand customer browsing patterns

          • Evaluating the importance of using your online presence to build an interactive relationship with customers to gain a competitive advantage

        • 14:30 - 15:00
        • Presentation: Optimising the data you have to offer to fulfil your customers’ needs

          Big Data is here. In a rapidly changing market, data allows you to understand your customer’s trends to ensure they get the best policy. The session will offer to look at the best way to utilise your data to do this.

          • Looking at the best way to use big data whilst complying with regulation such as GDPR and how it will change data handling in the future for customers

          • Evaluating importance of understanding your customer needs

          • Examining how other industries deal with customer data to see how it can be applied to insurance

          • Assessing how this data can help the future of your company to succeed

        • 15:00 - 15:15
          • Past Speaker

            Will Davenport – Business Development Manager
          • NICE / Business Systems

          Technology spotlight: Disprove ‘mis-selling’ allegations & de-risk information processing

          With £1.9 billion paid in compensations during the 2nd half of 2016, and pension annuities about to become the new PPI, artificial intelligence and analytics maybe one of the best investments an insurance company can make:

          · Disprove mis-selling allegations by gaining fast access to the relevant recordings

          · Remove the ambiguity and risk of unrecorded discussions held during face-to-face meetings

          · Eliminate human error and de-risk data processing

          Business Systems UK

        • 15:15 - 16:00
          • Afternoon Break and Visit the Exhibition

            The conference will feature a varied line-up of speakers talking about digital transformation in the insurance industry. No matter your job function you’ll find providers to meet your needs and we’ll be showcasing new solutions to help maximise insurance performance.

            So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

          • 16:00 - 16:45
          • The Big Debate will be on the motion ‘This house believes Autonomous Vehicles will kill motor insurance’.

            Chaired by Parul Kaul-Green, Head of M&A and Innovation at AXA . Delegates are invited to join us for an informal, open discussion on whether or not the so-called ‘Driverless cars’ have an effect on motor insurance.

            Sides led by: James Tucker, Manager, Smart Technologies, Allianz & Aude Saint-Paul, Strategy Manager, AXA

          • 16:45 - 17:25
            • Speaker

              Jonathan deBeer – Senior Adviser to the Director General, Association of British Insurers (ABI)
            • Speaker

              Melanie Hampton – Managing Director, Alexander Miller
            • Chair

              Matt Cullen – Head of Strategy, Data and Analytics, Association of British Insurers (ABI)

            Debate Discussion: Brexit – Will it really affect the insurance industry?

            Brexit is coming and it is something that will affect everyone and we want to explore the impact it will have to the insurance industry specifically to customers and internal processes. This panel discussion looks at the effects, impact and consequences and allows you to discuss any questions you may have.

          • 17:25 - 17:30
            • Chair

              Matt Cullen – Head of Strategy, Data and Analytics, Association of British Insurers (ABI)

            Chairman's Wrap Up

        The Back ...

        The Back Office Stage

          • 08:00 - 08:45
            • Pick Up Schedules and Visit the Exhibition

              The conference will feature a varied line-up of speakers talking about digital transformation in the insurance industry. No matter your job function you’ll find providers to meet your needs and we’ll be showcasing new solutions to help maximise insurance performance.

              New for 2017, we are looking to expand the conference and hold two streams of content at the same time delivering material on both the front-end customer-facing innovations as well as the back-office operational changes.

              So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

            • 08:45 - 09:00
              • Speaker

                Ruby Ghunia – Analyst – Insurance, GlobalData

              Chair’s remarks: Welcome to the Back-Office Stage

              As the drive towards digitalisation takes full effect, we will be further exploring how all departments can utilise new technology to increase efficiency of its operational processes. We will be debating the common issues impacting the way we operate to ensure our customers have a seamless experience. It all starts from the back so it is our job to make it work.

            • 09:00 - 09:15
              • Speaker

                Ruby Ghunia – Analyst – Insurance, GlobalData

              Opening Overview of the Digital Landscape in the Back Office

              Ruby will highlight which technologies are making the greatest impact on insurers as they embark on their transformational program. Comparatively slow to embrace change, this is being forced upon them by a wave of digitally savvy disruptors, as well as a more demanding customer base, among whom brand loyalty can no longer be guaranteed.

              Using a blend of end user case studies, Ruby will explore how operational strategic planning much be tightly aligned to any digital roadmap, how insurers can learn best practice from their wider partner ecosystem and how the data driven platform will shape every facet of the sector’s services orientation.

            • 09:15 - 09:45
            • Presentation: ‘Out with the old, in with the new’ – Determining requirements to replace legacy systems in order to keep up to date with the changing market

              Legacy systems are seen as old and outdated. In this session, we will look at how firms must change its internal systems in order to keep up with the market.

              • Discovering whether or not it is beneficial to scrap legacy systems and create new software

              • Exploring approaches to upgrading legacy systems to gain an competitive advantage

              • Assessing risk when modernising legacy systems to anticipate and avoid concern

            • 09:45 - 10:30
            • Case study: Blending– how far can Robo-Advice go with the help of data analytics?

              Robotic automation helps the flow and speed of processes. But the question is how does RPA to make your internal processes seem more seamless and what happens to the human factor, especially in front versus back office?

              • Discussing how robots can speed up and improve internal processes within the firm

              • Evaluating how we can enhance our internal processes with the help of RPA and humans

              • Exploring the impact of RPA on the customer experience and how far Robo-advice can be taken using data analytics

              • Exploring the impact of RPA on the labour force in terms of changes to training and blended learning to improve productivity and customer experience

            • 11:00 - 11:30
              • Speaker

                Alexandre Rispal – CEO of Moonshot-Internet, Société Générale Insurance and former Head of R&D and Innovation, Sogessur, Société Générale Insurance

              Case study: Adapting and designing your products to fit your goals and the market’s demands

              In order to gain a competitive advantage, you need new products and must be change ready. We talk about adapting to what your market wants, your company goals and how technology can be used to improve those operational processes.

              • Exploring how we can understand the market to keep up with market trends

              • Assessing how the new products change your daily operational systems

              • Focusing on how to manage new types of products to assess risks that may occur

              • Best practice for utilising the technology whilst following regulation

            • 11:30 - 12:00
            • Presentation: Exploring the idea digital Innovation starts with a pen and paper

              • Focusing on the importance of building teams before tech

              • Examining the idea of buying in from the bottom then the top

              • Learning about ‘Small pop not big bang’ to see how external processes can be improved

            • 12:00 - 12:30
              • Presentation: Driving Business Agility and Customer Experience Through Mobile Transformation

                Mobile has the potential to change the way companies operate from sales and customer service to finance and HR. However, nearly all business processes depend on the underlying business applications that are desktop-bound, monolithic, and complex.

                • How other insurance companies are undergoing a mobile transformation as a central pillar to their digital transformation journey to drive business agility and improve customer experience

                • The valuable use cases where mobility can be applied across the enterprise to enable quick wins

                • By using an unique and innovative technology, how these companies are fully leveraging the investments they have made in their existing applications to quickly drive meaningful business innovation

              • 12:30 - 14:00
                • Lunch Break and Visit the Exhibition

                  The conference will feature a varied line-up of speakers and delegates acting as a great networking opportunity and chance to see the new tech that is the available in the industry. By showcasing new solutions you will be able maximise insurance performance.

                  So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

                • 14:00 - 14:30
                • Presentation: Exploring how AI and Machine Learning can be implemented in an efficient manner to improve your processes

                  Artificial Intelligence, automation and machine learning are making their mark in the insurance industry. We explore how machine learning can allow you to be one step closer to your customer.

                  • Further exploring the operational benefits of using AI and machine learning in your day-to-day processes in eradicating those unnecessary tasks

                  • Assessing the idea that machines have to not only learn but must plan, act, understand and reason the processes within an organisation

                  • Discussing how implement this tech in the most efficient manner to enhance and augment that experience

                  • How accessible is AI and machine learning to insurers regardless of their sizes/types

                • 14:30 - 15:00
                  • Speaker

                    Vaibhav Tiwari – Head of Design : Digital Transformation, Lloyds Banking Group

                  Case study: Evaluating the importance of creating that end-to-end digital transform to provide a seamless experience

                  In order to create that seamless experience, all parts of the organisation need communicate regularly to ensure there are no errors in the process. But the question arises of how exactly do you keep it all together?

                  • Focusing at how to best cater your processes in order to react well to changes in market trends in regards to the economy and customers

                  • Discussing how to implement technologies such as online portals to make it easier for business to communicate internally

                  • Exploring a real life experience from Lloyds and how they digitally transformed to create internal agility

                • 15:00 - 15:15
                  • Technology spotlight: Turning data into profit to accelerate digital transformation

                    Companies are bursting with data and the tools to internally manage it. But in this fast-paced digital world the property and casualty industry, its value proposition must be reassessed to move beyond traditional premium pricing, claims processing, and policy underwriting, and instead focus on turning data into revenue.

                    This demonstration shows how to drive your company’s digital transformation - and bottom line - by creating and distributing data products and Smart Business Applications to your B2B Networks.

                  • 15:15 - 16:00
                    • Afternoon Break and Visit the Exhibition

                      The conference will feature a varied line-up of speakers talking about digital transformation in the insurance industry. No matter your job function you’ll find providers to meet your needs and we’ll be showcasing new solutions to help maximise insurance performance.

                      So join us to interact and see examples of future technology from today’s experts and tomorrow’s big stars.

                    • 16:00 - 16:45
                    • The Big Debate will be on the motion ‘This house believes Autonomous Vehicles will kill motor insurance’.

                      Chaired by Parul Kaul-Green, Head of M&A and Innovation at AXA . Delegates are invited to join us for an informal, open discussion on whether or not the so-called ‘Driverless cars’ have an effect on motor insurance.

                      Sides led by: James Tucker, Manager, Smart Technologies, Allianz & Aude Saint-Paul, Strategy Manager, AXA

                    • 16:45 - 17:25
                      • Speaker

                        Jonathan deBeer – Senior Adviser to the Director General, Association of British Insurers (ABI)
                      • Speaker

                        Melanie Hampton – Managing Director, Alexander Miller
                      • Chair

                        Matt Cullen – Head of Strategy, Data and Analytics, Association of British Insurers (ABI)

                      Debate Discussion: Brexit – Will it really affect the insurance industry?

                      Brexit is coming and it is something that will affect everyone and we want to explore the impact it will have to the insurance industry specifically to customers and internal processes. This panel discussion looks at the effects, impact and consequences and allows you to discuss any questions you may have.

                    • 17:25 - 17:30
                      • Chair

                        Matt Cullen – Head of Strategy, Data and Analytics, Association of British Insurers (ABI)

                      Chairman's Wrap Up

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