Reaping rewards from reputation management

Transcription

1 26 September, Jumeirah Carlton Tower, London insurancestrategyuk.com SAVE! EARLY BIRD DISCOUNTS ARE AVAILABLE! Contact Namrita Modgill on Reaping rewards from reputation management 2013 SPEAKERS INCLUDE: Jackie Brock-Doyle OBE, London 2012, The Good Relations Group Amanda Blanc, president of the CII, CEO, Axa Commercial Lines and Personal Intermediary Julian James, former president of the CII, president, Allied World Europe Nicolas Aubert, managing director for the UK, AIG Andy Watson, CEO, Ageas UK Phil Sharpe, COO, Ace UK and Ireland Programme Highlights: Keynote address: Jackie Brock-Doyle OBE, London 2012, The Good Relations Group will discuss how the reputation of LOCOG grew in the public eye through the process of delivering the Olympic Games What does professionalism mean in the modern day financial services? Mitigating business interruption - exploring the steps that can be taken to protect your company s identity when faced with severe disruption CEO Panel discussion: Searching for holism How to strike a balance between the lowest possible price, excellent service and a return to profitability Failure to attract the best talent can have serious repercussions for your reputation, both within the industry and publicly This event has been credited by the CII and can be included as part of your CII CPD requirement should you consider it relevant to your professional development needs.

2 WELCOME Reputation matters: Dear Colleague, An increasingly digital marketplace, an alteration in regulatory responsibilities and an ever evolving spectrum of customer expectations means that maintaining a solid reputation is becoming progressively difficult to manage. 86% of consumers of insurance shop around Consumer Intelligence Survey 2012 Indeed, it appears that it was not just the inclement fiscal situation that saw our fortunes lumped together with the wider financial services, but the stigma and distrust that partnered those deemed responsible for the sharp economic decline also. With a steady if not overwhelming growth in the first two quarters of this year, do we now have reason to feel more positive about the outlook? Should we now turn our attention to repairing the reputations, both individually and collectively, that have become tarnished, however deservedly or not, over the past five or so years? Insurance Strategy 2013 seeks resolve in this area. And seeks solace in the fact that the successful management of a strong and prospering reputation is priceless. By covering topics ranging from professionalism to failing to attract the very best talent, all via the aftermath of regulatory breaches and a holistic approach to business, we intend to equip you with the vital information you need to maintain and improve your reputation. There is little doubt that the darkest clouds overhead are showing thin slivers of silver. Now is the time to act to ensure you are on top when they clear. I look forward to seeing you in September at Insurance Strategy % 45% of consumers trust peer recommendations check with a friend before buying CComscore 2011 Reports, Forrester Research, Profiting the Multichannel Consumer, July 2010, Bain and Company, Econsultancy Venue information: JUMEIRAH CARLTON TOWER 1 Cadogan Place London SW1X 9PY T: W: insurancestrategyuk.com A315 A4 A315 A4 KNIGHTSBRIDGE A4 KNIGHTSBRIDGE STATION KNIGHTSBRIDGE A4 KNIGHTSBRIDGE STATION PAVILION ROAD MILLENIUM LONDON SLOANE STREET A3216 HARRIET ST LOWNDES SQUARE JUMEIRAH CARLTON TOWER CADOGAN PL LOWNDES SQUARE SLOANE STREET A3216 Jonathan Swift group editor in chief Post Magazine PAVILION ROAD MILLENIUM LONDON HARRIET ST JUMEIRAH CARLTON TOWER CADOGAN PL

3 conference programme MORNING 8.45 Registration opens 9.25 Chairman s welcome: Jonathan Swift, group editor in chief, Post Magazine 9.30 Opening keynote The Three Rs: Reputation, Reputation, Reputation When presenting the greatest show on earth, there are certain pressures and responsibilities that come with the territory. Not only are you presenting from the organising committee, but also the host city and host nation. In this session we will hear from Jackie Brock-Doyle OBE, director of communications and public affairs at London 2012, on the experiences gained when so many reputations are on the line. There is little doubt that the reputation of LOCOG grew in the public eye through the process of delivering the Olympic Games, but how can we as an industry benefit from these lessons? Key take away: The methods of brand and reputation management that are profoundly useful in any industry Jackie Brock-Doyle OBE, group CEO, The Good Relations Group, former director of communications and public affairs at London CEO Panel discussion: Searching for holism An all-encompassing approach to your brand, your business and your workforce is the fashion statement of today s society. Whether it is one of the world s richest football teams or the United Nations, a holistic attitude towards rebuilding a business structure, changing a societal psyche or maintaining and developing a strong reputation is seen on an almost daily basis. Can we learn from this? Key take away: Could this approach work for the insurance industry, and just what could it entail? Andy Watson, CEO, Ageas UK Nicolas Aubert, MD, AIG UK Taking stock of recent changes in the industry how will these serve to improve the industry s overall reputation? Following a plethora of recent developments, it is important to take stock and grasp how they will affect the insurance industry s reputation as a whole. Some, like the regulatory restructure, will mainly impact the industry internally, whilst others, like the EU gender directive and the now resolved battle over the statement of principles, show their teeth more publicly. How can we as an industry work concordantly to ensure we do not take the brunt of those wishing to show their displeasure? Key take away: Finding an industry wide solution to reputation management Break The aftermath of a regulatory breach the cost and consequence spans more than just the fine In this session we will assess what damage is caused to one s reputation when faced with a breach of regulatory rules. Can this equate to more significant financial reprimands than the fine itself, and what can be done to rebuild your reputation? The longer a tarnished reputation exists, the greater the financial consequences. It is vital to ensure that work is being done to ensure that repair is underway immediately. Key take away: Establishing what can be done to repair trust following a regulatory breach Peter Hubbard, CEO, UK General Mitigating business interruption exploring the steps that can be taken to protect your company s identity when faced with severe disruption Inclement weather, political unrest and global events can all affect your business. The key is to minimise interruption and actively seek to resolve any issues, but how can this be managed to curtail the damage to your reputation? In this session we will learn how best to mitigate the damage that severe and often unavoidable business interruption can have on your company s standing. Key take away: Minimising disruption to your business and customers BREAKOUT SESSIONS SESSION 1: What does your customer want? The best way to improve your reputation is to listen to those who decide it. Jo Causon, CEO, Institute of Customer Service SESSION 2: In a congested market, what can be done to differentiate yourself and ensure it is your brand and your product that shines brightest?

4 AFTERNOON lunch BREAKOUT SESSIONS SESSION 1: The era of a heated phone call and a stern letter is firmly in the past. In this session we will look at the growth of reputation management firms, and their use and necessity within the insurance industry. SESSION 2: Social media has been around for a while, but for the insurance industry it seems to be mushrooming now. What do you need to consider when looking after your brand online? What does professionalism mean in the modern day financial services? Public trust in financial services is at an all-time low. Based on the behaviour of a few individuals and institutions, a good chunk of which operate outside of the insurance industry, this lack of trust is understandable, and in some cases completely justified. In this session we will seek to establish what can, and indeed must, be done to win the trust of the public back. Not just within our own industry, but that of the wider financial services also. Expectations, both publicly and regulatory, are changing. We need to ask ourselves whether we meet them. And if not, how can we? Key take away: exploring the necessity to put plans in place to rebuild the damaged professional outlook of the financial services Amanda Blanc, president of the CII, CEO, Axa Insurance, Commercial Lines and Personal Intermediary break Panel debate: How to strike a balance between the lowest possible price, excellent service and a return to profitability The customer naturally expects excellent service and, in an era of price comparison, to be able to find the lowest suitable premium. With the motor insurance market facing its 19th year without turning an underwriting profit, we will discuss how forcing a return to profitability can sit alongside the lowest premium and excellent service that is so requisite to today s connected world. Key take away: Developing and implementing a strategy to improve profitability in tough market conditions Phil Sharpe, COO, Ace Europe Deborah Reid, commercial director, Simply Business Pete Markey, chief marketing officer, RSA Group Closing keynote failure to attract the best talent can have serious repercussions for your reputation, both within the industry and publicly There is little doubt that you are only as good as the people that represent you. From the back office infrastructure to claims handlers and call centre professionals, these people handle your company s reputation on a daily basis. With this in mind, it is vital to attract the very best talent to continue the work put in previously or, in some cases, to improve on areas damaged in the past. In this closing keynote we will examine the vital area of talent attraction, and how a failure to do so successfully could affect working with partners internally, and retaining and enticing customers externally. Key take away: Attracting talent is the key to maintaining and growing your business Julian James, former president of the CII, president, Allied Europe Chairman s summary and close REGISTER NOW T: E: namrita.modgill@incisivemedia.com W:

5 Who should attend? Sponsorship opportunities: CEO, COO, CFO Chief Marketing Officer Distribution Director/Head of Distribution Head of Strategy Customer Service Director Operations Director Chief Underwriting Officer plus guest delegates from UK brokers and large corporates There are a wide range of commercial opportunities available at Insurance Strategy To request a full information pack and to discuss the options please contact Katy Weaver on: T: E: katy.weaver@incisivemedia.com What delegates said about the 2012 conference: It s been really fascinating to hear at a very high level, where companies are going and where brands are going. When you hear from a managing director of a major insurer in the UK talk to you about what their strategy is it gives you a real flavour for how this thing is going to shake out and who the winners and losers are going to be Ian Hughes, chief executive, Consumer Intelligence Speaker & Delegate, Insurance Strategy 2012 A big helicopter view of the whole insurance profession which allows people to take a bit of time out of their day to think about their strategy, where they re going and what skills and professional needs they have going forward. Ant Gould director of faculties, Chartered Insurance Institute Delegate, Insurance Strategy 2012 A chance to see people you may only read about in the trade press, to ask the issues that matter to you on a day to day basis, and a one off opportunity that I think people need to make more of A really great event, an opportunity to mix with a whole host of different industry sectors, different people, a great networking event but also to hear from some really interesting speakers. Dennis Turner former chief economist, HSBC Speaker, Insurance Strategy 2012 Jo Causon CEO, Institute of Customer Service Speaker & Delegate, Insurance Strategy 2012

6 26 September, Jumeirah Carlton Tower, London 1st DELEGATE Company Address BOOKING FORM To register for this event please complete your details Booking options Please insert number of delegates attending in the relevant box: Pricing Earlybird Standard Insurance and broker rate Town Tel Mobile 2nd DELEGATE Company Address Town Tel Postcode Fax Postcode Fax Networking Ticket: (Limited tickets available) Earlybird Friday 16 August 2013 PAYMENT DETAILS I enclose a cheque payable to Incisive Financial Publishing Ltd Please debit my amex/visa/mastercard (Please circle the card you wish to use) Cardholders name Card No Expiry date Security code N/A 1995 Issue No. (Switch only) * VAT charged at 20 % Mobile INVOICING CONTACT (IF DIFFERENT FROM ABOVE) Card billing address (if different from above) A receipt VAT invoice will be issued once payment has been received. Please invoice me at my company address Company Address Town Postcode Tel Fax Mobile YOUR HEAD OF DEPARTMENT S DETAILS Department Direct Tel No. people in department Signed Terms and conditions 1. Disclaimer: We accept bookings on the understanding that if we cannot meet our obligations because of circumstances beyond our control, we will not be held liable for loss suffered by you or a third party. This includes (without limitation) a change in the programme or an alteration to the venue and/or speakers. 2. Venue: You must comply with all rules, regulations, and other reasonable instructions of the owner of the venue at which the event is taking place. 3. Photography: Photography and/or recording (whether visual or aural) of the proceedings of the event without our prior written consent are strictly prohibited. 4. Personal Effects: We are not responsible otherwise liable to you for loss or damage to your personal property while you are in attendance at the venue at which the event is taking place. 5. Liability: Except in relation to personal injury/death arising from our negligence or fraud, we shall not be liable to you for any sum greater than the amount you are liable to pay to attend the event. 6. Cancellation/Substitution: Cancellations must be received in writing more than three weeks before the event. If a cancellation is received within three weeks Date of the event the delegate fee will be payable in full. Cancellations more than three weeks before the event are subject to a 10% administration fee. A substitute delegate is always welcome, but the organiser MUST be notified in advance of the event to avoid incurring a charge. Delegate substitutions may NOT be made at the event. If you do not attend the event or notify us of your intention to cancel, the full fee will still be payable. 7. Payment: Payment must be received before the event start date. If we have not received payment in full by the event start date, you will be required to provide a credit card guarantee on the day to gain entry. Venue Details: Jumeirah Carlton Tower, 1 Cadogan Place, London, SW1X 9PY. For any additional information, please contact the organisers; Namrita Modgill, Post Events, Incisive Media, Haymarket House, Haymarket, London, SW1Y 4RX. Tel: +44 (0) : postevents@ incisivemedia.com. HOW TO REGISTER Mail: Complete the form and send to: Namrita Modgill, Post Events Incisive Media, Haymarket House, Haymarket, London, SW1Y 4RX Namrita Modgill: Telephone: + 44 (0) : namrita.modgill@incisivemedia.com Web: insurancestrategyuk.com