Agenda

Tuesday 21 July
Wednesday 22 July

PANEL SESSION: INSURTECH ENHANCING THE CUSTOMER EXPERIENCE

  • How is innovation in customer experience changing and what is essential to remain relevant in the market?
  • How can insurance providers improve their consumer experience?
  • How can new technologies be leveraged to harness the full potential of data and provide a more personalised offering?
  • Will COVID-19 change the customer experience for good?
  • What challenges do insurance companies face in relation to customer data and technology and how can insurers overcome these challenges to speed up the claims process?

PANEL SESSION: CUSTOMER EXPECTATIONS

  • How have customer expectations changed over the past decade?
  • Where do you see customer expectations heading in the next 10 years?
  • What are the best approaches to planning and executing a successful customer-centric journey?
  • How have other financial services increased the need of digital in insurance?
  • How have on demand services increased the need of rapid insurance experiences?
  • What can insurers learn about customer engagement from other industries?
  • How can insurers balance simplification of products and differentiation of their offering?

PANEL SESSION: THE IMPACT OF COVID-19 ON THE CUSTOMER

  • What business characteristics have been crucial for thriving over the past few months?
  • To what extent has COVID-19 impacted consumer expectations?
  • In what ways has the pandemic enabled different interactions for customers?
  • What are the negatives of the quick adoption of digital for the customer?
  • What are the positive takeaways from the rapid digitalization of the industry for the customer?
  • In what ways will the claim industry change following the crisis?

PRESENTATION: CUSTOMER EXPERIENCE IS THE NEW BRAND

Now more than ever success in the digital era comes down to customer experience management (CX). The presentation will show some tangible examples how to influence customer experience and thus improve brand loyalty. AND how to measure the tangible impact CX has on your business's bottom line.

PANEL SESSION: AI IN INSURANCE

  • To what extent can AI be used throughout the value chain to improve underwriting and claims management?
  • How does the increased adoption of AI change the insurance process for the customer?
  • How can insurers use AI to meet the ever more demanding and empowered digital customer?
  • What are the latest trends in behavioural policy pricing?
  • To what extent can AI chat bots personalise the customer experience?
  • What is the current sentiment for P2P insurance?
  • To what extent can AI speed up the business process and decrease costs and resource requirements?
  • How can AI prepare insurers for limiting the impact of the next pandemic on customers?
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