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Main Day 1

Driving customer centricity

Wednesday 7th February 2024

08:45am
Editorial Director Opening Remarks

Joshua Lloyd-Braiden, Editorial Director, Digital Insurance Europe

08:50am
Chairperson’s Opening Remarks

David Clamp, Founder & Chair, The Camelot Network

9:00am
Opening Keynote Case Study
Positioning for growth: How we are leveraging new digital capabilities and innovative culture to drive operational efficiencies and deliver a customer centric experience

Steven Zuanella, Group Chief Digital & Innovation Officer, Generali

9:20am
Keynote Presentation
Disrupting insurance with AI: How will Generative AI shape the current insurance industry to reduce customer acquisition costs and better meet their needs?

Roland Scharrer, Group Chief Data & Emerging Technology Officer, AXA

09:40am
Innovation Spotlight
Creating seamless customer journeys: How can you implement API-based tools to modernise legacy systems and simplify complex processes?

Reimagining old products, creating new ones

09:50am
Panel Discussion Interactive
Differentiating your products: How can you create and launch new products that add value for your customers and capture more market share?

Richard Boyd, Head of Product – Digital Claims, Lloyd’s

Chris Moore, Head of ibott, Apollo ibott

John Pyall, Head of Underwriting & Product, Great Lake Assurance SE (Munich Re)

Moderator: David Clamp, Founder & Chair, The Camelot Network

10:10am
Case Study Interactive
CIO success story: How Bupa UK created new digital products to provide seamless digital-to-physical experiences and open new revenue streams

Tanju Arslan, Chief Digital & Information Officer, Bupa UK

10:40am
Networking Bingo

Throw yourself into our popular networking session to meet as many people in the room as you can in 10 minutes. Grab a bingo card and a pen, search out the numbers you need, and the winners get to decide on a donation to a charity of their choice courtesy of the Digital Insurance Summit.

10:50am
Networking Break
Claims Clinic
Give your claims organisation a check-up with our resident expert

Is your claims organisation as healthy as it could be? Are you trying to devise your strategies for harnessing new tools like AI but don’t know where to start? Meet our in-house claims transformation expert for a quick check-up.

Embracing new business models

Disrupting the disruptors, investing in innovators

11:20pm
Panel Discussion Interactive
Moving from competition to collaboration: How can you establish the right insurtech partnerships to bridge your CX gaps, drive efficiency gains and achieve agility?

Danilo Raponi, Group Head of Innovation, Generali

Bessem Ayari, Head of Innovation Strategy & Scouting, ERGO Group AG

Ed Gaze, CEO & Co-Founder, Innovative Risk Labs

Elliott Gradwell, Commercial Director, Assurant

Rosie Denée, Head of Lloyd’s Lab Accelerator, Lloyd’s

Moderator: David Clamp, Founder & Chair, The Camelot Network

11:20 – 12:20pm
Open & Embedded Boardroom
How can you ready your organisation to rapidly seize opportunities from open and embedded insurance?

Yuri Polometto, Founder, Open & Embedded Insurance Observatory

12:20pm
InsurTech Keynote
Driving down risk: How Zego uses behaviour-based motor insurance to keep customers safe and reduce risk

Sten Saar, CEO, Zego

Delivering data-driven, personalised CX

12:40pm
Price Comparison Fireside
Data-driven customer centricity: How can using behavioural data from comparison sites help you deliver experiences that convert price-sensitive browsers into premium-paying customers?

Moderator: David Clamp, Founder & Chair, The Camelot Network

1:00pm
LUNCH
Women in Insurance Lunch
How can we as an industry better attract and promote top talent and benefit from their diverse skillsets?
2:00pm
Case Study
How we have empowered our customers to self-serve and take control of their insurance claims experience

Mario Ricco, Group Head of Claims, Generali

2:20pm
Panel Discussion Interactive
How can you build a customer-centric insurance experience that reduces costs, provides seamless experiences and gives you a competitive advantage?

Joachim Zäch, Head of Property Claims, Allianz

Dean Witherington, Retail Claims Director, AXA UK

Claire Charlton, Head of Household Claims, Admiral Group

Matt Walton, Head of User Experience Design, Direct Line Group

Moderator: David Clamp, Founder & Chair, The Camelot Network

3:00pm
CX Partner Case Study
How to simplify your payments experience to delight customers, reduce fraud and increase conversion rates
3:20pm
Panel Discussion Interactive
How can you balance empathy, efficiency, and risk from FNOL to resolution to keep risks low and renewal rates high?

André Zuraikat, Head of International Claims, AXA

Zoe Woods, Claims Improvement Manager, Lloyd’s

Ian Kershaw, Head of Claims, Zego

Elke Mezschan, Group Claims Officer, Helvetia Versicherungen Schweiz

Moderator: David Clamp, Founder & Chair, The Camelot Network
2:00pm
Presentation
How can you introduce new models of insurance business to deliver inclusive insurance and achieve growth?

Goh Hirose, Head of Digital Acceleration, BNP Paribas Cardif

2:20pm
Panel Discussion Interactive
What are the best ways for you to grow digital partnerships and build embedded products that unlock new revenue streams?

Phillippe Knepfler, Chief Innovation Officer, Covéa Affinity

Carl Faulkner, Head of Digital for Europe, Liberty Global Specialty Markets

Eric Alexandre Pulido Perrault, Global Head of Deal Steering & Offer, AXA

Marat Nevretdinov, Managing Director, HDI Embedded

Moderator: Matt Scott, Co-Founder, Insurance Data Lab

3:00pm
Partner Case Study
How to scale direct distribution channels to reduce operational costs, speed up time to market and improve policyholder experience
3:20pm
Panel Discussion Interactive
How can you set up successful relationships with distributors to maximise indirect customer acquisition?

Stefano Bison, Group Head of Business Development, Partnerships & Distribution, Generali

Stephen Taylor, Head of Distribution SME & Corporate Partners, Allianz

Jonas Lorson, Managing Director – R+V Service Center, R+V Versicherung

Adam Hofmann, Founder, NIMBLR

Moderator: Matt Scott, Co-Founder, Insurance Data Lab

1:40 – 2:20pm
Invite-Only Workshop
How can you leverage your data to find your next customers and grow your market share?
2:40pm – 3:40pm
IT Leaders Boardroom
How can you leverage top-down initiatives and change mindsets to drive customer-centric change within the business?
4:00pm
Networking Break

The big debate

4:30pm
Oxford Style Debate
Customer centricity should always be prioritised over cost savings

FOR: Mario Ricco, Group Head of Claims, Generali

AGAINST: James Russell, Head of Claims Transformation, esure

Moderator: David Clamp, Founder & Chair, The Camelot Network

The embedded boom

4:50pm
Out of Industry Panel Discussion
Embracing embedded: How are non-insurers approaching the new embedded insurance era and how can you capitalise on this massive growth opportunity?

Harriet Parkinson, COO Insurance, Revolut

Daniel Severin, Head of Insurance, Bolt

Moderator: Yuri Polometto, Founder, Open & Embedded Insurance Observatory

Interactive Beer & Bubbles Roundtables

5:30pm
Join a discussion with your peers from your function as you seek the solutions to your most urgent challenges – walk away with new connections and new ideas to take back to your business.
Claims & CX
How can you simplify interactions and provide a seamless, personalised customer experience to improve retention rates?
Sales & Distribution
How can you leverage data to find and seize new distribution opportunities and partnerships?

Matthew Taylor, Head of Data Partnerships, Hastings Direct

Digital & Innovation
How can automation tools help you drive down process costs and improve service?

Tracy Sheldon, Head of Continuous Improvement, Ageas UK

IT
What KPIs can help you prioritise digital investments to improve operational excellence and deliver customer focused solutions?
Data
How can you break down silos to bring the whole organization together to define a data strategy and better leverage your data?
Product
How can you create products and personalised journeys that appeal to Gen Z and millennials?
6:10pm
Day 1 Chair’s Closing Remarks

David Clamp, Founder & Chair, The Camelot Network

6:15pm
Networking Drinks Reception

Main Day 2

Breaking down digital barriers

Thursday 8th February 2024

9am
Chair’s Welcome Remarks

David Clamp, Founder & Chair, The Camelot Network

9:10am
Opening Keynote
Putting customers at the heart of your business: How we adapted our people, processes and technology to break down digital and cultural siloes and accelerate customer-centric innovation

Bruno Scaroni, Group Chief Transformation Officer, Generali

09:30am
Fireside Chat & Polling
Plugging the legacy leak: How can you overcome legacy system challenges to create products and experiences that will exceed customers’ expectations, boost renewal rates, reduce loss ratios?

Tanju Arslan, Chief Digital & Information Officer, Bupa UK

Massimo Carassinu, Digital Transformation Director, Swiss Re

Moderator: David Clamp, Founder & Chair, The Camelot Network

09:50am
CIO Fireside Chat
Grappling with legacy IT: How can you execute digital transformations across your business to reduce long-term costs and deliver short-term business impact?

Burkhard Oppenberg, Chief Information Officer, Gothaer

Moderator: David Clamp, Founder & Chair, The Camelot Network

10:10am
Partner Case Study
Harnessing advanced analytics: How an AI and ML-enabled, scalable analytics platform can help you use personalised behavioural insights to create more value for customers and increase profits
10:40am
Networking Break

Digitising the customer journey

11:10am
Fireside Chat Interactive
Digitally connecting your ecosystem: What are the opportunities for innovation to deliver a more consistent digital experience for customers, brokers, agents, and partners?

Norberto Odorico, Chief Claims Officer, UnipolSai Assicurazioni

Andrew Fairclough, Global Head of Claims Operational Excellence, Zurich

11:10am – 11:50am
Open & Embedded Boardroom
How to combine partnerships and digital platforms to create value for you, your partners, and your customers

Tracking the latest AI trends

11:50pm
Keynote
Seizing the generative AI opportunity: How are Generali harnessing generative AI to become customer lifetime partners and drive new growth?

Emanuele Colonnella, Innovation Lead, Generali

12:10pm
Keynote
The AI Challenge: How can you overcome barriers to AI adoption and improve your products, services and customer journeys whilst tackling rising costs?

Pedro Tavares Silva, Deputy Director for Machine Learning Automation/MLOps, MAPFRE Tech

11:50am – 12:30pm
Regulatory Boardroom
How will new a new regulatory landscape, from consumer duty to FIDA, change your strategy for 2024 and beyond?

Matt Scott, Co-Founder, Insurance Data Lab

Working Group Roundtables

12.30pm
Join a discussion with your peers from your function as you seek the solutions to your most urgent challenges – walk away with new connections and new ideas to take back to your business.
Claims & CX
How can you strategically automate claims processing to speed up resolutions, improve accuracy, reduce risks and drive up NPS scores?
Sales & Distribution
How can you use data based on actual usage patterns and real-time risk insights to price products and dynamically adjust premium levels?
Digital & Innovation
How can you take a phased approach to digital transformation to generate quick wins and create near-term value to help you invest in the next stage?
IT
What data ecosystems and open-source protocols are emerging to help share data across industries and how can you tap into these?
Data
How can you centralise and automate your data storage and analytics capabilities to cut out piecemeal, manual processes?
Product
How to use advanced analytics to understand the drivers of new product adoption and satisfaction and apply these into product and experience design
1:10pm
Lunch

Getting ahead of the risk curve

2:10pm
Fireside Chat Interactive
Proactively preventing risk: How can you leverage new tools to better predict and mitigate risk and improve outcomes for the customer and business?

Darren Underhill, Head of Claims Transformation, MunichRe

Annarita Roscino, Group Claims Data & Insight Leader, Zurich Insurance

Moderator: Matt Scott, Co-Founder, Insurance Data Lab

2:30pm
Insurance AMA
Put your burning questions to a panel of experts
3:00pm
Chairperson’s closing remarks

David Clamp, Founder & Chair, The Camelot Network

3:05pm
Editorial Director’s closing remarks & end of conference – see you next year!

Joshua Lloyd-Braiden, Editorial Director, Digital Insurance Europe

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