Archives: Agenda

The shift from projects to performance: capability, speed and measurable outcomes.

• How digital first insurers rebuilt claims, services and trust from scratch and what incumbents can realistically adopt now.
• What disruptors do differently, (beyond the hype) and where giants are closing the gap.
• The winning behaviours, models and mindsets shaping the next generation of insurers with practical takeaways for every organisation.

MODERATOR: Craig Beattie, Principal Analyst, Celent

The new rules of value creation are simple. Data’s value has always been contextual – the decision it informs, the model it trains, the risk it quantifies. We explore designing for the decision, not the dataset. Architecture decisions in year one become your cost structure in year three – architecture is a product strategy decision rather than a technology one. And the most valuable data investments you can make today are for use cases you haven’t built yet. The organisations that understand all three value levers are building a structural advantage that gets harder to close every year.

• Hear how AXA Health is demonstrating the perfect AI and human synchronicity in action. AXA Health has 900+ agents handling 55,000 calls each week
• How a deployment reduced the cost of after-call work, increased co-worker capacity, and ensured standardised, high-quality information is consistently recorded after each customer interaction
• Deployed in only four months, AXA Health’s strategy with Verint Wrap Up Bot quickly captured the hearts and minds of agents – including previously sceptical team members

• Climate volatility is reshaping accumulation and pricing.
• The growing protection gap and insurer retreat from high-risk regions.
• How governments may intervene as markets become uninsurable.
• Transition risk; evaluating liability-side exposure as economies decarbonise.
• What insurers must redesign in modelling, capital and resilience.

How process mining exposes bottlenecks.

What insurers discovered in real workflows.

The ROI of fixing invisible inefficiencies.

… Intro from: Erica Mcewan, Art Director, Black Mirror

What happens when automation and AI create new systemic risks insurers aren’t ready for? The dark side of hyper connected infrastructure.

• When prevention tech becomes a single point of failure.
• The unintended consequences of autonomous decision making in underwriting, claims and risk selection.
• Looking at the governance, engineering and resilience rails needed to prevent a black mirror scenario.

MODERATOR: Aadil Bundeally, Transformation Director, Lloyds (Former)

• Removing complexity, designing for clarity, what customers respond to.
• Inclusive design; ensuring products work for vulnerable and ageing customers.
• Why simplicity is now a performance metric for retention and regulatory scrutiny.