Delivering a superb digital-first claims experience

Claims automation and the human touch – getting the balance right

28 & 30 September 2021 | 1PM ET | Hosted in our online boardrooms

Digital-first strategies across claim operations are now becoming a necessity, prompting the need for insurers to act at an accelerated rate as the insurance landscape continues to evolve. As customer expectations continue to rise, carriers must ensure they get their digital engagement strategies right to not only deliver a superb customer experience, but to stay competitive and boost loyalty and retention rates too.

In recent year’s insurers have traditionally focused on automating as many steps of the customer claims journey as possible, but, as carriers work to keep customer-centricity at the heart of operations, many are now asking where is the limit for straight-through claims processing? And, how can human help be incorporated seamlessly and successfully into more complex claims queries?

This invitation-only Insurance Innovators’ online roundtable, held in association with Smart Communications and Salesforce Industries, will bring together senior experts in claims, customer experience, digital, innovation, transformation, technology and strategy from across the insurance industry to explore how they are best optimizing claims performance by balancing process automation with access to human help – if, when, and where customers need it.

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The discussion

How can digital engagement strategies support competitiveness, boost loyalty and increase retention rates?

The limits of automation in claims processing

How human help can be incorporated seamlessly into more complex claims queries


Neal Keene

Field Chief Technology OfficerSmart Communications

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Insurance Innovators: Neal Keene
Neal Keene

Field Chief Technology Officer

Smart Communications

Neal is the Field CTO at Smart Communications, the only provider of a customer conversations management platform. Neal has more than 25 years of experience helping businesses – especially those in insurance and financial services – to modernize their customer communication and business process tools to take advantage of digital innovation. Having worked with a range of clients, from small businesses to large enterprises, Neal has deep experience in strategic product planning, business development, industry solutions and analyst relations. Prior to joining Smart Communications, Neal held executive positions at Intelledox, Thunderhead Inc., and EMC Document Sciences.

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.


Benku Thomas

VP, Chief Architect ClaimsChubb

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Benku Thomas, Chubb | Insuance Innovators
Benku Thomas

VP, Chief Architect Claims


Tom King

Director - InsuranceSalesforce

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Tom King, Salesforce | Insurance Innovators
Tom King

Director - Insurance


Mr. King is a Director for Salesforce’s Insurance Go To Market group.  In this role, Mr. King works with Salesforce   clients to identify the issues the client is facing and works with the client to facilitate solutions.  Additionally, Mr. King plays a role in setting the direction of Salesforce’s insurance market and development/partnership efforts.

Mr. King has 25+ years of experience in the insurance industry, both as an insurer and as a consultant to the industry.  Much of his career has been dedicated to helping insurers leverage technology in conjunction with defining business strategy and addressing issues facing the industry.


28 & 30 September at 1PM ET
90 minutes
  • Welcome and participant introductions


  • Transforming the claims experience – getting the digital and human balance right


  • Roundtable discussion

Moderated by Neal Keene, Smart Communications

  • What are the main factors driving claims digital transformation in 2021?
  • Speed, efficiency, transparency: to what extent can automation boost CX?
  • A hyper-personalized claims journey: how can carriers leverage automation capabilities to deliver timely and ultra-relevant communication?
  • Balancing automation with human help: how can insurers optimize this process? Is there a limit for straight-through claims processing?
  • How can insurers take advantage of ‘human in the loop’ design? Can existing customer data be utilized to support this process?
  • Assessing the potential of virtual assistants: how can they best support human agents? And looking ahead, how is the role of human agents changing?
  • Maximizing AI and NLP: creating seamless transitions from digital to human agent
  • Balancing CX and digitization: how can insurers keep customers at the heart of claims whilst focusing on innovation and transformation in the future?


  • Closing remarks

Request an invitation

This roundtable is designed for senior experts working across claims, customer experience, digital, innovation, transformation, technology and strategy within 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 i s a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM.In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM)with a focus on the financial services industry.

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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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