Episode 1: Serving the digital customer

Wednesday 4 November

Agenda

All timings set in GMT

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Part 1
Wednesday, 4 November 2020 4 Nov

Part 2
Wednesday, 4 November 2020 4 Nov

Session 1

Part 1: Convenience and cost-effectiveness – a killer combination

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09.30

From the studio

Lindley Gooden, Founder and Cheerleader-in-Chief, Greenscreen, will moderate the discussions and debrief with insurance gurus


Lindley Gooden

Journalist & Filmmaker,

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09.40

Keynote

Going above and beyond: working in the best interests of all


Ylva Wessen, Folksam
Ylva Wessén

Chief Executive Officer and President
Folksam

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09.55

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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10.05

In conversation

Virtual assistants and the evolution of the chatbot

Join two industry experts as they discuss the evolution of virtual assistants and chatbots in insurance. Explore the ways chatbots and virtual assistants are currently being used in the industry and how this is set to evolve.

  • In what timeframe are chatbots likely to become proactive rather than reactive?
  • How can chatbots be used to deliver an increasingly personalised service?
  • What role will voice technology play?
  • Will conversational AI lead to more seamless customer journeys?

David Anderson, Liberty Mutual Technology
David Anderson

Director of Technology
Liberty Mutual Technology

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10.30

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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10.40

Panel discussion

The power of automation and self-service: revolutionising the customer journey

  • How has Covid-19 changed the way insurers interact with their customers? Has it accelerated the move towards self-service technologies?
  • How can machine learning improve processes and customer experience?
  • In what circumstances should insurers offer human agents vs. digital self-service?
  • How is the role of human agents evolving? What is the future of call centres?
  • How can AI and automation blend seamlessly with human interaction?
  • Delivering good customer outcomes without incurring huge costs: how can insurers prioritise investment effectively?

Meeri Rebane - INZMO - Insurance Innovators
Meeri Rebane

Co-founder
Inzmo

Gijsbert Cox photo, Appian, Insurance Innovators speaker
Bergrún Lilja Sigurjónsdóttir

Head of Customer Service
VIS

Neil Greathead, Smart Communications
Neil Greathead

Chief Customer Officer
Smart Communications

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11.10

Live Q+A in the studio

The panelists will take questions from the audience before we continue the discussion with our pundits live in the studio.


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11.25

Coffee break + networking

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Session 2

Part 2: Rebuilding the customer relationship – trust, transparency, loyalty

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11.50

From the studio

Lindley Gooden, Founder and Cheerleader-in-Chief, Greenscreen, will moderate the discussions and debrief with insurance gurus


Lindley Gooden

Journalist & Filmmaker,

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11.55

Case study | Direct Line Group

The tricky third album

In this case study, Mark Evans, Managing Director, Marketing and Digital at Direct Line Group, will talk about how DLG reprised its award-winning and still highly successful “Fixer” campaign with a bold brand relaunch, which landed just two weeks before COVID-19 hit the UK. Find out how DLG positioned itself and communicated its brand and purpose in tough market conditions and what the early impacts have been.


EVANS, Mark, Direct Line Group
Mark Evans

Managing Director, Marketing and Digital
Direct Line Group

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12.10

From the studio – pundit commentary

Expert pundits will discuss and comment on the presentation, pick up on key insights and share their thoughts.


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12.20

Panel discussion

From the newly-digital to vulnerable customers: delivering for all demographics

  • How has the behaviour of customer demographics changed as a result of Covid-19?
  • What opportunities do newly-digital customers present to insurers?
  • How can insurers identify vulnerabilities across different customer segments and serve their individual needs?
  • “You don’t earn loyalty in a day. You earn loyalty day-by-day”: how to create a dialogue of trust
  • Ensuring transparency: strategies for clear communication
  • To what extent is hyper-personalisation critical in a post-Covid-19 society?
  • Tackling the renewals problem: what does effective customer communication look at this point in the customer journey?

Siwan Lu, Zurich
Siwan Lu

Chief Executive Officer – Mobile Solutions
Zurich

Gijsbert Cox photo, Appian, Insurance Innovators speaker
Claire Charlton

Head of Customer and Conduct
Admiral

chris kaye, sherpa
Chris Kaye

Chief Executive Officer
Sherpa

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12.50

Live Q+A in the studio

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13.05

End of episode