TM THE INSURANCE NETWORK CUSTOMER ENGAGEMENT in insurance Transforming customer engagement for the digital age 29 th September 2015 ETC Monument, London Keynote speaker: Speakers include: Andrew Brem Chief Digital Officer Aviva Pete Markey Chief Marketing Officer Post Office Steven Zuanella Chief Digital Officer Zurich David Williams Managing Director, Underwriting AXA BOOK NOW Early booking rate 299 + VAT Standard rate 599 + VAT Ruth Polyblank Head of Marketing & Customer Strategy ACE European Group Fiona McSwein Chief Customer & Marketing Officer Simply Business Dennis Westerhuis CEO Kroodle (an AEGON company) Main sponsor Stream sponsor Panel sponsor Exhibitors Vlocity INSURANCE
Overview Across the entire value chain, in all lines of business, brokers and insurers are seeking to put the customer at the centre of everything they do the key question is how? Engaging with customers is critical for business acquisition, cross selling, retention, and in a digitally connected world, is the key to delivering an experience that meets expectations. However, again and again research shows the insurance sector has one of the poorest engagement scores relative to other sectors. This presents a massive opportunity for those companies that can truly innovate how they create and deliver insurance products to meet customer expectations and a huge threat to those that can t. This conference explores the critical challenges in achieving customer engagement throughout the insurance life cycle and will enable you to grasp the opportunities that effective digital strategies allow. Customer Engagement in Insurance 2015 will showcase innovative case studies from top UK and European insurance companies who have successfully placed the customer at the heart of their business, providing you with the opportunity to solve your business challenges. Attend this conference to: Explore how customer engagement strategies will impact your business Ensure you have an effective plan for managing the customer journey Discover the strategic benefits of adopting new digital techniques Learn from those already reaping the benefits both within the industry and in other sectors Benchmark and move your strategy forward through interactive breakout sessions Programme 09.00 Chairs introduction & opening remarks 09.15 OPENING KEYNOTE A perfect storm: Enabling digital transformation to revolutionise the customer experience Five key trends that are revolutionising the way insurers must interact with their customers How do you enable product innovation and development through data analytics, customer insights and risk management? What will be the changes to direct distribution, interactive communication and claims handling? Leveraging marketing and branding across social media and the mobile internet Andrew Brem Chief Digital Officer Aviva Early booking rate 299 + VAT Standard Rate 599 + VAT
10.00 Delegates choose from one of the two case study and workshop sessions. Hear practitioners and experts share their insights before taking part in the interactive round table discussions and Q&A CASE STUDY 1 Delivering a successful omni-channel strategy CASE STUDY 2 Exploiting new digital and social techniques Sponsored by: CASE STUDY: Overcoming the challenges of omnichannel to transform the customer experience and drive up engagement What are the critical components in moving from a product orientated approach to a customer-centric strategy? Key challenges of integrating digital channels to meet customer expectations It s not about technology culture change is key to anticipating and responding to changing customer dynamics and requirements How can you increase the perceived value and frequency of customer interactions to become a trusted and reliable source of information? Pete Markey Chief Marketing Officer, Post Office and former Chief Marketing Officer, RSA Insurance Group CASE STUDY: How Kroodle.nl developed a new insurance platform dedicated to the needs of Generation Y What were the challenges of creating the first insurance on Facebook? Developing an operating model with short decision lines, board level involvement and a culture of high performance Driving innovation in products, service and communications How are customers responding to new digital technologies and what are the implications for the wider insurance sector? Dennis Westerhuis CEO Kroodle (an AEGON company) Roundtable discussions and Q&A Roundtable discussions and Q&A 11.00 Coffee & networking in the exhibition area WORKSHOP A Engaging customers during the claims process WORKSHOP B Becoming engaged AND customer centric is the only way to drive profitable growth Sponsored by: This workshop will explore how insurance companies can create genuine opportunities to engage with their customers during the claims process. How do you provide a more proactive approach to customer service in order to provide a better, more fulfilling customer claims experience and increase customer retention? Leveraging data & analytics to improve communications Chair: Daryl Henwood, CRM Industry Lead for Financial Services, Hitachi Solutions This workshop will explore how to overcome the barriers to change and the realistic goals and aspirations of successfully becoming an engaged customer centric company. Why haven t you done it yet? What are the key obstacles holding you back? legacy silo policy systems, culture, contact centre technology, lack of perceived ROI Is customer centricity a pre-requisite for real omnichannel engagement? Winning the hearts and minds of your people to create a customer centric culture Gordon Rutherford Head of Marketing & e-commerce AXA Insurance 13.00 Lunch & networking in the exhibition area
14.00 Delegates choose from one of two panel discussions, featuring a short presentation by the three practitioners followed by facilitated Q&A with the audience PANEL DISCUSSION 1 Technology, data and engagement PANEL DISCUSSION 2 Marketing, communications and engagement in 2020 Sponsored by: Are you ready to harness the power of data and analytics to create new opportunities for customer engagement? The convergence of data and technology is driving new ways to engage customers whilst improving operational effectiveness and pricing, plus reducing fraud and claims expense ratios. Our expert panel will explore the opportunities for the industry, the challenge of legacy systems and present a customer data-centric vision of the future. How can the insurance industry leverage new trends in customer behaviour, technology and data? How will the Internet of Things (IoT) deepen our knowledge of customer behaviour in near real time, and enable new subscription based products and services What s in it for me? What benefit will we need to offer customers in return for providing data via wearable technologies, and home & car based telematics? How will data and advanced analytics create more opportunities to engage customers? Transforming customer engagement across the insurance value chain The next 5 years will see a transformation in the way insurance companies interact with customers to drive insight, customer service and value. This panel discussion will explore the drivers for change, where change will have the most profound impact, and how to devise and implement a successful strategy. How do you move from customer engagement management to managing customer journeys? Overcoming the practical challenges of creating a customer-centric organisation How do you create an exceptional customer experience across the business? Learning lessons from other industries that are truly engaging customers Steven Zuanella Chief Digital Officer Zurich Iain Harper Digital Transformation Lead Zurich Personal Lines & Endsleigh Ian Kenealy Head of Customer Data & Analytics RSA Chris Briggs Head of Customer Journey Domestic & General Ingrid Murray Customer Director BGL Group Ruth Polyblank Head of Marketing & Customer Strategy ACE European Group 15.00 Coffee & networking in the exhibition area Book online today for the early booking rate 299 + VAT Book 2 places and the 3rd place is FREE www.insurance-engagement.co.uk
15.20 Delegates choose from one of the two workshop sessions WORKSHOP C Changing organisational culture and mind-set through internal branding CASE STUDY: Creating an internal marketing campaign to change attitudes toward training Overview of the issues and what we wanted to achieve Getting buy-in from the top is essential but how do you do it? Key elements of the internal marketing campaign aligning subject matter, expert content, delivery systems and engagement Liam McGrory Marketing Director Willis WORKSHOP D Tackling functional silos and cultural inertia to deliver your customer centric strategy This workshop will explore how to overcome key challenges and barriers to customer-centricity including: Technology capabilities and legacy systems Rogue revenue streams creating resistance to change The omni-channel challenge and breaking down silos - specialist teams or super-agents? Approaches and techniques for success: case studies using system thinking and agile Adrian Swinscoe Customer Experience and Service Expert Winner of 2014 Digital Impacts Award (Silver) for Best Digital Employee Communication 16.30 Closing panel discussion Innovate or Die: In the face of continued change how can brokers and insurers embrace true innovation within their organisations? Fast paced digital change has taken casualties from across many sectors. Is insurance ready to compete with data savvy organisations dedicated to customer service? Each panelist will highlight their vision of how customer engagement management will change the insurance industry and what this means for customer, broker, underwriter dynamics. Will we see an unbundling of products and services as tech tries to reinvent insurance? How will customer engagement change the insurance industry? What will it mean for brokers and underwriters? Will traditional channels continue to have a role in 2050? David Williams Managing Director Underwriting AXA Adrian Swinscoe Customer Experience and Service Expert Fiona McSwein Chief Customer & Marketing Officer Simply Business 17.15 Drinks reception Five key reasons to attend: 1 2 3 4 Discover why and how insurance will be the most digitally disrupted industry in the next 5 years Hear how thought leaders are setting their engagement and marketing strategies to meet changing customer expectations Discuss the challenges of reaching customers via fragmented media and devices what does a good omni-channel strategy look like? What s next for data, analytics and technology to drive innovation in your operating model? 5 Discover how to incubate innovation without causing organisational chaos
Have you thought about joining the network as a member? The Insurance Network is an exclusive community of directors from leading insurers and brokers who benchmark, share ideas and network with their peers at conferences, panel discussions and breakfast briefings. Joining The Insurance Network as a member not only offers great value for money and time, it will also keep you up to date with key business issues. AS A MEMBER YOU BENEFIT FROM: Discounted attendance at: Customer Engagement in Insurance 29 th September 2015 London Market Claims 2015 15 th October 2015 TINtech London Market 2 nd February 2016 Strategic Claims Conference 3 rd March 2016 TINdata 17 th May 2016 TINtech 2016 14 th June 2016 Plus FREE attendance at: 3 Evening panel discussions 3 Breakfast briefings MEMBERSHIP OPTIONS: Individual membership... 699 + VAT Corporate standard 3 x nominees... 2000 + VAT Corporate enterprise 5 x nominees... 3000 + VAT Corporate enterprise PLUS 10 x nominees... 5000 + VAT To discuss membership call Phil Middleton #ins_engage @ 020 7079 0270 www.the-insurance-network.co.uk info@the-insurance-network.co.uk
TM With so many events to choose from, why come to ours? We stick to a number of golden rules that enable you to maximise value from attending our events and ensure you gain key insights from other members of the audience as well as the presenters: Only director level delegates in the audience No junior managers can attend as delegates to ensure you discuss and benchmark with your peers Interactive format By including dedicated time for discussion, reflection and benchmarking you can pick up those invaluable learnings and practical techniques from your peers No press, no transcripts just honest, open discussion Speakers will water down their presentations if they know there are press in the audience that s why we are independent from any publication, have no press in the audience and take no transcripts Main sponsor Transform From a Policy-centric Organisation into a Customer Centred Enterprise Customers are better informed than ever before making it harder for insurers to keep and grow their profitable ones. This new type of customer expects to engage with companies in whichever way suits them and for that engagement to be consistent, irrespective of their chosen channel. None of these emerging demands are served well by the legacy policy driven systems of most established insurers. Hitachi Solutions works with insurance companies around the world to help them migrate to new technology solutions that put the customer and agent at the heart of the enterprise. Utilising Microsoft Dynamics CRM and Hitachi s own insurance software, users of the system have a complete 360 view of their customers, agents and other third parties and can market, sell, and service more efficiently, and cost effectively. Your marketing, sales and service teams access the same system providing holistic information on individual customers including policy details, renewal dates, claims history, preferences, etc. enabling superior customer engagement, providing the opportunity to crosssell and up-sell and providing your organisation with the information it needs to put the customer at the heart of everything you do. Marketers are able to build real time journey based decisioning into all digital and personal channels to drive meaningful engagement in the manner and time most suited to your customers whether they are end customers, agents or intermediaries. Part of the highly respected Hitachi Group, Hitachi Solutions provides IT strategy and solutions based on Microsoft Dynamics and other Microsoft technologies to some of the world s largest organisations. With 200+ consultants in the UK and over 1000 globally, we are ideally placed to help insurance companies take advantage of the latest business solutions from Microsoft. Stream sponsor GMC is a global leader in Customer Communications Management, empowering companies around the world to drive more efficient and effective customer communications. GMC delivers innovative software solutions that enable enterprises to transform the customer experience by deploying powerful engagement strategies. We provide the means for business users to develop contextual, highly personalized communications. Supporting thousands of clients and partners in banking, insurance and healthcare, GMC has the only single design solution for all channels that span the entire customer journey, giving our clients a competitive edge in a market shaped by rapidly changing consumer-technology. For more information about GMC s solution, visit: www.gmc.net Panel sponsor We help insurers across the globe to understand how they can turn their data assets into competitive advantage. Our Master Data Management (MDM) solution enables you to create a single and trusted view of the customer across the enterprise which is a critical enabler for any CRM or customer centricity strategy. By creating this golden view of the customer you can transform your business by: improving service levels, prioritizing the retention of VIP customers, identifying cross-sell and upsell opportunities, driving new product development, streamlining claims management and integrating newly acquired businesses at pace. Our approach is centered on creating targeted outcomes for customers by translating MDM technology into industry specific use-cases. Recently recognized by independent IT analyst firm The Information Difference as having the happiest customers in the customer MDM market, make VisionWare your partner of choice in unleashing the strategic and operational potential of your customer data insight. For more information: Email: enquiries@ visionware.com Website: www.visionware.co.uk Exhibitors Majesco enables insurance business transformation for approximately 140 insurance customers by providing solutions which include software, consulting and services. Our customers are insurers, MGA s and other risk providers from the Property and Casualty, Life, Annuity and Group insurance segments worldwide. Majesco delivers proven software solutions, consulting and services in the core insurance areas such as policy, billing, claims, distribution management, BI/ analytics, digital, application management, cloud and more. For more details on Majesco, please visit www.majesco.com Vlocity Vlocity is an Industry Cloud company INSURANCE with Salesforce and Accenture as strategic investors. Designed by CRM software and insurance industry veterans, Vlocity Insurance is a comprehensive suite of policy, benefit plan, distribution channel, and customer information applications built entirely on the Salesforce1 Platform. Designed for P&C personal lines, P&C commercial lines, individual life and annuities, as well as employee group benefits, Vlocity Insurance provides to brokers and carriers a modern out of the box omni-channel sales, marketing and service solution that integrates flexibly with third-party systems through pre-built APIs and web services. Vlocity is a member of ACORD. https://vlocity.com
Booking Options THE INSURANCE NETWORK Practitioners: [Actively working for an insurer, broker or loss/claims adjusters] Suppliers of services cannot attend as delegates* Early booking rate 299 + VAT (standard rate 599 + VAT - increases 04/09/2015) Group Bookings: Book 2 places and the 3rd place is FREE Special rates: Member rate: 199 + VAT Join the network and attend the conference 898 + VAT *For sponsorship and exhibition opportunities please call Phil Middleton on 020 7631 0034 or email phil@the-insurance-network.co.uk BOOK NOW Early booking rate 299 + VAT Standard rate 599 + VAT How to register... @ Select your booking option & choose one of the 3 easy ways to register www.insurance-engagement.co.uk info@the-insurance-network.co.uk 020 7079 0270 On receipt of your registration we will send you an email confirmation. If you have opted to pay by credit card a member of our team will call you Add the date to your diary. Closer to 29th September 2015 we will send through a map & directions to the venue Registration terms and conditions By registering to this event you are entering into an agreement with Middleton Burgess Limited and bound by the terms and conditions of registration. Cancellation: If you are unable to attend this event for any reason and you wish to cancel your booking you must you must notify us in writing. Cancellations received on or before 08/09/2015 will be entitled to a 50% refund of the registration fee paid. Cancellations received after 08/09/2015 will not be refunded. You may transfer your place to a colleague at any time however they must be of a suitable seniority level. It may be necessary beyond the control of Middleton Burgess Limited to alter the content and timing of the programme or the location of any event. In the case of event cancellation by Middleton Burgess Limited, liability is limited to transfer this booking to a similar event to be held within the next 12 months. Should Middleton Burgess Limited be unable to provide a similar event a full refund will be applicable. If you are a supplier of services we will NOT be able to process your registration. The Insurance Network is administered by Middleton Burgess Limited, 1st Floor, Europoint, 5-11 Lavington Street, London, SE1 0NZ Company Number; 05250150 VAT registration number: 848636973 #ins_engage