Archives: Agenda

Fraud costs the insurance industry billions annually. This session explores how AI-powered Intelligent Document Processing (IDP) is transforming fraud prevention by automating workflows and detecting fraudulent activities in real time. Discover practical applications, benefits for insurers, and how integrating AI into your operations enhances efficiency, reduces risks, and builds trust. Learn how cutting-edge technologies are reshaping fraud prevention strategies to ensure smarter, faster, and safer processes.

• Where customer experience breaks down in practice: repeated authentication, siloed systems and manual handoffs
• What leading insurers are doing differently: using AI agents to orchestrate FNOL, claims and policy servicing end to end
• Inside the workflow: real examples of how insurers are deploying AI agents to automate claims intake, servicing and customer communication
• What this means commercially: linking CX improvements to cost-to-serve, retention and conversion

Insurance growth isn’t limited by demand—it’s constrained by complexity. Disconnected systems, manual processes, and regulatory pressure make it harder for agents and distribution teams to deliver timely, relevant, and compliant experiences across the client lifecycle – pushing advisors and brokers to favour insurers that equip them with the tools, content, and support to move faster and serve clients better.

We explore why transformation efforts often stall at the point of adoption, where new systems are introduced but behaviours fail to shift. We examine the hidden costs of low engagement, workarounds and inconsistent usage, and what this means for productivity, compliance risk and ROI. Together, we unpack how to design change that actually lands, from embedding new ways of working into day-to-day processes to supporting continuous learning at scale and making adoption measurable and accountable across the organisation

Senior representative, Whatfix

Where conversational AI and automation have actually reduced cost-to-serve.

Case studies showing measurable gains in claims and customer operations.

How to scale AI safely with governance, transparency, and human oversight, what has changed in workflows, data and proof points from real deployments.

MODERATOR: Cherie Landman, Head of Sales, EMEA, Boost AI

• Why Agentic AI is unlike any other form of digital technology
• How can insurers apply it to create new levels of growth and value
• Global best (and worst) practices

• Firsthand insight into Kurtosys’ digital accessibility journey—why they got started, what they’ve achieved, and what they’ve learned along the way.
• Key challenges they faced in scaling accessibility across complex digital experiences, multiple teams, and high volumes of content—and how they navigated them.
• How they’re maturing their accessibility program with a focus on long-term sustainability, organizational alignment, and measurable business impact.