Transforming the Customer Experience - The Insurance Network

Transforming the Customer Experience

8:00 - 10am | 26th September 2017 | The Gherkin
Transforming the Customer Experience
Developing an operating model that creates a richer customer journey, delivers better customer outcomes and drives engagement

Sponsored by:

Enhancing the customer experience is a key priority for insurers as they get to grips with the opportunities that digital presents. To achieve this an organisation’s culture, processes and technology need to be transformed and reengineered in order to enable and deliver a customer-centric service.

This breakfast briefing will explore the key challenges in devising and implementing an operating model and IT infrastructure that can enable and sustain this transformation, and take advantage of existing and emerging technologies such as RPA, AI and machine learning.

Rob will present his approach, which applies a systemic approach to redesigning all aspects of the company, from its organisational structure and leadership through to it's MI and operational processes.

Topics to be discussed include:

  • Evaluating the operating model in terms of its ability to improve customer engagement
  • Overcoming the challenge of legacy systems and thinking- system replacement or modular change?
  • Effectively modernising core systems to deliver customer-focused outcomes – what are the critical capabilities now, and looking 3-5 years ahead?
  • Building capability to take advantage of robotics, AI and machine learning
  • Being able to adapt under uncertain, changing conditions – open ecosystems and connectivity


Rob Smale
Transformation Director
Ageas Insurance


08:00 Registration and refreshments

08:15 Breakfast of your choice with views over the city
(Full English, smoked salmon & scrambled eggs or continental)

08:40 Introduction by the chair

08:50 Presentation

Developing an agile, customer-first operating model

  • Overview of the ‘Ageas Way’ systematic approach to redesigning all aspects of the organisation
  • Overcoming the cultural, technological and legacy challenges
  • Introducing AI into the operating model and robotics into back office processes – lesson learned so far
  • Where will the next advances in AI take us and where will we see the biggest business impact?


Rob Smale
Transformation Director
Ageas Insurance

09:05 Roundtable discussions and feedback

10:00 Close


The Gherkin
30 St Mary Axe

How to get there?

By Tube

» Aldgate
» Bank

By Rail

» Fenchurch Street
» Liverpool Street

Car Parking

» Local street parking nearby


Fadata is a leading provider of core insurance software solutions that help insurers increase speed to market, connect with customers through better user experiences, and capitalize efficiently on market opportunities. It enables companies to integrate and streamline processes across business functions, channel partners and multiple lines of business, with cost-effective transactions and enhanced distribution capabilities, in order to meet these aims. Industry-specific processes for all major lines of business are supported on a single platform, INSIS, which is deployable on-premise, hosted or on the cloud. With more than 65 client installations in over 30 countries, Fadata is recognized by prominent technology analysts for its market-leading technology and service.

To find out about the sponsorship options available please:
Submit your sponsorship enquiry here »
Or contact Phil Middleton, +44 (0)20 7631 0034,

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