Delivering next-gen customer communication in insurance

Overcoming legacy constraints: charting your transformation journey

29 June 2021 or 30 June 2021 | 3PM BST | Hosted in our online boardrooms

The drive to transform insurance customer experience and the growing competitive pressures that spur it have seen insurers make significant investments in the customer interface, from mobile apps to chatbots to voice skills and social messaging platforms. However, these new channels are only as good as the underlying systems that create and orchestrate the communications they deliver.

From incompatible legacy systems, to the lack of a digitally mature back office to effectively enable automation, to challenges in data collection, introducing new channels can highlight many fundamental incompatibilities with existing customer communication architecture, and many insurers are finding their back-office infrastructure no longer up to the task.

This roundtable, will bring together senior figures working across technology, digital transformation and business optimisation to discuss the technology infrastructure transformation required for insurers to make the leap from an emphasis on outbound communication to engaging and fulfilling two-way conversations. The discussion will help participants in determining the optimal migration journey to reaching their target communications infrastructure and in constructing a business case that maximises ROI in both the short and long term.

View all speakers

View the agenda

The discussion will explore:

Understanding the disconnect between customer-facing digital transformation and insurers’ existing communication back ends: how is customer experience affected and what needs to change?

Quick wins: how can customer experiences be given a significant boost early in the transformation journey?

From chatbots to messaging apps to voice assistants and text-voice hybrids: how are conversational channels changing insurer’s customer communication management requirements?


Ruth Fisk

VP - Insurance MarketingSmart Communications

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Ruth Fisk, Smart Comms | Insurance Innovators
Ruth Fisk

VP - Insurance Marketing

Smart Communications

Ruth Fisk brings more than three decades of experience in the insurance industry to her role as the VP, Insurance Marketing at Smart Communications. Having worked 14+ years as a manager at a P&C Carrier and then 18+ years working within the global insurance industry using technology and services to meet the business needs of insurers.

Ruth Fisk has visited, worked with, and served as a C-Level consultant for leading insurers in more than 90 countries. Ruth’s global perspective is complemented with first-hand knowledge of insurance operations, including more than 30 years using technology & services to successfully help them to significantly reduce operating expenses, increase efficiency, impacting their bottom line.

Prior to joining Smart Communications, Ruth expanded the insurance solutions at two of the top OnBase resellers, after she ran the global insurance practice at Hyland Software. She has worked with numerous insurance companies helping executives to align information management strategies to core business objectives.

During her tenure at an insurance carrier, her primary responsibility as a manager was to improve overall operational efficiency and to reduce expenses. Ruth oversaw insurance operations across eight business units including the deployment and administration of the Customer Communication Management solution at a $600 million direct-written premium (DWP) carrier.

Ruth Fisk has presented in her capacity as an industry expert within many insurance specific venues including presentations at: ACODESE Puerto Rico, ACORD U.S., AIIM U.S., AMIS Mexico, Americas Claim Event, ASIA Insurance Review CEO SUMMIT Taiwan, ASIA PACIFIC CEO SUMMIT Singapore, CIO SUMMIT, Singapore, CONSEGURO Brazil, DOMINICAN REPUBLIC Insurance Event Dominican Republic, FENESEG Brazil, FUJITSU Insurance Systems Workshop Japan, IEA FUTURE OF GENERAL INSURANCE United Kingdom, INESE Spain, Insurance Executive Summits U.S, , Insurance Accounting & Statistical Association U.S., Insurance-Canada, ISO Technical Tradeshow U.S. , IAC/LIMRA/LOMA St. Kitts, IAC/LIMRA/LOMA Puerto Rico, IAC/LIMRA/LOMA Port of Spain, IASA U.S., LIMRA Strategic Issues Bali, 2008 LIMRA Boston, LIMRA/LOMA Philippines, MICROSOFT Mini Insurance Summit Mexico, MICROSOFT Latin American Conference, MICROSOFT EMEA, LATAM Industry Sessions, National Underwriter Technical Tradeshow U.S., OPENCROM Venezuela, PFU/Fujitsu Insurance Seminar Japan, RECALL iDay Australia, Hong Kong, Malaysia, Taiwan, Thailand SERCOMCA El Salvador, and SOLDISA Guatemala, SIC LIMRA/LOMA South Korea, SIC LIMRA/LOMA Malaysia.

Jim Bruce

Senior Director, Customer TransformationSalesforce

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Insurance Innovators: Jim Bruce
Jim Bruce

Senior Director, Customer Transformation


Jim’s industry experience covers the breadth of Financial Services, including General Insurance, Banking, Healthcare, Life & Investments, and prior to joining salesforce he spent nearly 10 years at Cigna as Global Sales, Strategy and Marketing Director and then as Chief Operating Officer.

Jim brings an Industry lens to guide visionary Insurance businesses through successful digital partnerships and implementations. He provides an internal Voice of the Customer and challenge to the Salesforce business. Jim works alongside C-suite Executives to ensure that the most appropriate solutions and opportunities are prioritised with a focus on time to value and strategic priorities for the Customer, and dives a culture of transparency, customer obsession and orderly engagement – “One Salesforce”

Yanna Winter

Chief Information OfficerGenerali

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Yanna Winter, Generali
Yanna Winter

Chief Information Officer



June 29 or June 30 at 3PM BST
90 minutes each
  • Introduction to the roundtable

Ruth Fisk, VP – Insurance Marketing, Smart Communications


  • Understanding the modern customer communication landscape: Who is setting the pace?


  • Roundtable discussion | Planning the IT infrastructure for engaging and fulfilling two-way conversations: what is the optimal CCM transformation strategy for the short and long term?
  • Understanding the disconnect between customer-facing digital transformation and insurers’ existing communication back ends: how is customer experience affected and what needs to change?
  • Quick wins: how can customer experiences be given a significant boost early in the transformation journey?
  • From chatbots to messaging apps to voice assistants and text-voice hybrids: how are conversational channels changing insurer’s customer communication management requirements?
  • How can customer insight best be leveraged to deliver hyper-personalised communications and responses in real time?
  • Eliminating data and cultural silos: what are the best short-term and long-term solutions?
  • How can a consistent, seamless “multi-access” experience across all touchpoints best be created?
  • The implications of NLP-enabled self-service automation: how can straight through processing to the back-office best be achieved?
  • Bridging from on-premise legacy applications to new cloud-based applications: how can legacy system integration be achieved in ways that deliver long-term benefits?
  • Justifying the investment: how can the projected ROI from CCM digital transformation best be measured?
  • Looking to the future: where will customer communication move next as digital ecosystems and the platform economy continue to mature, and what should insurers do to prepare?


  • Closing remarks

Request an invitation

This roundtable is designed for senior figures working across technology, operations and digital transformation across the insurance industry.

Fill in this short form if you meet the above criteria and would like to participate in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

In association with

Salesforce Industries Logo, Insurance Innovators

Salesforce Industries, formerly Vlocity, is a leading provider of industry-specific cloud and mobile software for the world’s top communications, media and entertainment, energy, utilities, insurance, health, and public sector organizations. Salesforce Industries possesses deep expertise in vertical industries, enabling organizations to digitally transform, simply and seamlessly. Leveraging industry-specific processes and data models across any channel, Salesforce Industries helps customers increase sales and digital adoption, improve service, marketing agility, and operational efficiencies.

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