Across the sector organisations are striving to increase customer engagement to drive the repeat business you need to enhance market share and profitability – those that fail will be left behind. Following Brexit the race to engage has intensified as customers and clients tend to choose the most trusted brands in uncertain times.
The key challenge is HOW to enhance engagement in today’s fast paced, fast changing, omni-channel digital environment?
The customer engagement challenges are multifaceted and complex – there is no-one size fits all or one final end point – meaning organisations need to continually review their engagement strategy to ensure it is delivering ROI.
Critically, insurers and brokers still face operational and technological challenges – and cultural resistance – as they move from a low touch model to a high engagement model: successfully tackling these challenges is the priority
This conference explores how you overcome these key challenges in order to engage your customers in a way that is efficient for you and delightful for them – building a platform for growth and driving future competitive advantage and profitability… whilst still delivering positive bottom line results.
Topics to be covered this year include:
08:00 Registration & Coffee
Q & A
10:45 Coffee & networking in exhibition area
11:25 Delegates choose from one of the following two streams
Building up customer knowledge to engage more frequently and to improve the service and products we are providing for them
Exploiting new digital and social techniques to improve engagement in an omni-channel environment
CASE STUDY: Using design thinking and co-creation to deliver engaging customer experiences and a customer centric organisation
Aligning tech, people and culture to develop an operating model that drives successful customer engagement
13:00 Lunch & networking in the exhibition room
14.00 Delegates choose one of the following two discussions sessions
The key to driving customer expectations of how they should be treated, over what timescale and through which channels are continually changing. This discussion explores what a good customer journey is and how to achieve it efficiently
Topics to be discussed include:
Key to driving engagement is your ability to move from one-off, wide-net campaigns towards targeted continual interactions that drive long-term loyalty. However achieving this is easier said than done. This panel will explore the operational challenges and how you overcome them
Topics to be discussed include:
15:00 Coffee in the exhibition room
15:30 Delegates choose one of the following two workshops
Integrating & leveraging new data sources
CASE STUDY: Developing a framework to align people, culture and process to deliver a consistent customer experience
16:30 Move to next session
Can insurance successfully achieve customer engagement in a digital world?
3 expert panelists will present their vision of how customer engagement management is changing, how they are responding and what the implications are for the insurance industry. The audience then joins the discussion through a facilitated Q&A before drinks are served.
Topics to be covered include:
17:10 Networking drinks reception
See what others have said:
A genuinely thought provoking day that completely justifies time away from the office – highly recommended.
Iain Harper, Zurich
A very good balance between industry information, software availability and cultural behaviours.
Judi Hoal, Hiscox
An excellent conference showcasing how leading insurers are approaching customer engagement, and demonstrating thought leadership in this critical area.
Andrew Alcock, TH March & Co Limited
Interesting, informative, eye-opening.
Ronnie Simmons, Maiden Insurance Partnerships
Superbly organised event with expert speakers who provided real insight and lots of good food for thought.
Paul Handleigh, youTalk-insurance
The Customer Engagement in Insurance conference was truly engaging and such an enjoyable event. The presentations were all valuable and the people interactive sessions helped to facilitate lively discussion and strategic thinking. The cross section of senior representatives attending brought a wide range of expertise. The opportunity to interact with senior industry people provided to some really interesting views and useful debates. I’m looking forward to attending future events.
Barry Street, Covea Insurance
What your peers have said
Very informative, interesting speakers, very well organised
Excellent conference and very relevant
Everything was very professional
Good way to catch up on the latest industry trends
Professional well constructed conference with topics that would interest a broad range of roles within an organisation
Good speakers, good content, relevance
Good networking event, familiar themes and issues appeared within delegates businesses.
Many of our businesses are facing the same challenges
Excellent insight into how larger insurance organisations are tackling customer engagement
Born 1975, Alison joined AXA in 2014 and is now Chief Operating Officer for the Direct & Retail Partnerships line of the AXA UK business. She heads up Customer & Marketing, Distribution and Operations functions across AXA Direct, Swiftcover, British Gas and Marks & Spencer, focused on delivering truly customer centric and data driven solutions throughout the journey. Under her leadership a Think Customer programme of change was established and is delivering notable increases in both customer satisfaction and profitable business growth.
Alison has extensive senior level global experience in multichannel and digital marketing gained at AXA and through previous roles at TUI Travel and Procter & Gamble, with proven success in leading strategic marketing and business transformation programmes delivering profitability and capability improvements.
Andrew is Bupa’s Global Customer Experience & Brand Director with global responsibility for ensuring Bupa becomes the most trusted and recommended health and care company through the delivery of best in class customer experience and growing Bupa’s brand value.
Prior to joining Bupa, Andrew worked in the financial services industry for over 25 years and held a number of executive positions at a Global, Regional and Business Unit level covering the functions of: Marketing, Sales, Operations and Human Resources at both Allianz and GE Capital.
Beatriz is a director-level marketer who’s committed to putting commercial marketing at the heart of a business.
Her strengths include a particular expertise in e-commerce and digital marketing, a keen eye for analysis, and a proven ability to develop and deliver cross-channel marketing strategies for growth.
Managing and motivating teams is another strong point. Beatriz has a direct and encouraging leadership style that inspires people to deliver. Bi-lingual in English and Spanish, she is a confident communicator at all levels.
Over the last couple of years, Beatriz has overseen the implementation of a single customer view database, a marketing automation tool, online personalisation tools and a cloud-based fulfilment and marketing system, which is transforming marketing at Time Inc UK.
Marketing leadership, digital marketing, e-commerce, customer data, geeky analysis, customer experience, CRM, mobile marketing, business strategy, business planning, loyalty marketing, agile product development, team management, coaching.
Hans has 30 years insurance experience in the UK and Asian markets. Before re-locating back to the UK in 2012 he was 12 years based in Asia working in Japan, Korea (AIG), Japan again (Hartford Life) and for 6 years as Global COO for Cigna in Singapore then Hong Kong. In his current role he is responsible for Claims, Customer Service, Sales Operations and IT for Cigna’s UK individual Health Life & Accident business line.
Success for organizations begins with unified teams that have a common purpose and work together to achieve the desired goals.
Ingrid is an accomplished leader noted for expertise in Claims, Operations, Change Management, Workflow and Productivity, Business strategy and financial regulatory compliance.
Noted for execution skills, innovative, entrepreneurial and creative approach in driving for results. In addition, Ingrid has a proven track record in creating a compelling vision, strategic planning and delivery of impactful customer experience initiatives. Ability to operate across diverse cultures and geographies.
Passionate about growth and development, delivering sustainable change, while transforming talent into high performance teams across multiple geographies.
Recognized as an effective leader and manager Ingrid has progressed into higher management positions where she have continued to drive for success and self- development.
Mark Cliff is Executive Chairman at Brightside Group. He joined the company in May 2015.
Prior to Brightside, Mark held the position of Chief Executive of Retail and Distribution at Ageas Insurance Ltd where he was responsible for all Ageas UK’s broker distribution and affinity relationships, as well as Ageas’s owned distribution businesses comprising Kwik Fit Financial Services, Ageas Insurance Solutions, RIAS and Castle Cover.
Prior to Ageas, Mark worked at AXA Insurance, where he held the position of Markets, Managing Director, and was responsible for all distribution channels, commercial branch operations, as well as customer service and marketing.
In his early career, Mark worked at RSA in a variety of roles for 15 years.
Mark is also Deputy Chairman of BIBAs Large Broker Advisory Board and Vice President of the CII.
Ruth Polyblank is an insurance manager and strategist with overall management responsibility for Chubb’s SME portfolio in the region focussing on digital engagement, customer innovation and new technologies.
Ruth is B2B insurance marketing expert who holds a postgraduate degree in Marketing, is a Chartered Marketer (MCIM) and has over 16 years’ experience in the risk management and insurance industry, having held senior marketing roles at CLS, Ernst & Young, Fusion Insurance and Equity. She regularly speaks and writes about the need for customer centricity, engagement and innovation within the industry to ensure sustainability and growth.
Sam is a qualified accountant with over 20 years experience in the Financial Services arena working in Finance, Capital and Risk as well as delivering large complex programmes. Sam has recently moved into the General Insurance space where she is the Transformation Director in the UK.
Personal Interests: Reading, Triathlons, Marathon running, travelling and spending time with friends and family.
Simon was appointed Commercial Lines & High Net Worth Director in June 2015, having previously held the role of Commercial Lines Director for Covéa Insurance since January 2013. Simon has responsibility for the management, development and delivery of the Commercial Lines and HNW strategy.
Prior to joining Covéa Insurance, Simon’s most recent role was Director, Market Management and Regional Operations at QBE, the position he had previously held at Brit Insurance prior to QBE’s acquisition of Brit’s UK regional operations.
Before his time at Brit, where he had been a member of the UK Executive Team since 2007, Simon spent 19 years at RSA in a number of senior roles, including Director of Small Business, and set up and ran RSA’s SME-focused Enterprise business from 1999 to 2006.
Simon is an ACII qualified Chartered Insurer.
Replacing teletext with webpages, building ISA e-comm offers, launching online customer self-service and restructuring customer engagement in Latin America from off to online, Tim has been involved with digital since 1996. A First Tuesday survivor with 20 years of digital buzzwords to share, Tim has worked client and agency side across multiple sectors. Since Oct 2015 Tim has been focused on optimising the customer digital experiences across Hiscox.
Chief Operating Officer, TH March & Co Ltd
Head of More Than Smart Wheels, RSA Insurance Group Plc
IT Development Manager, Global Aerospace
Operations Director, Aetna International (Europe) Limited
Claims Operations Manager, Claims Consortium Group Ltd
Marketing & Insight Director, Direct & Retail Partnerships, AXA Insurance Plc
Head of Technology, Regis Mutual Management Limited
Head of Operations and Customer Strategy, Chesnara Plc
CIO & Programme Manager, Tradex Insurance Co Ltd
Chief Operating Officer, Paymentshield Ltd
Operations and Networks Director, AXA Assistance (UK) Ltd
Head of Digital and Creative Marketing, Premium Choice Ltd.
Group Digital Director, Hiscox
Managing Director, Global Diversity & Inclusion lead, AXA Assistance (UK) Ltd
Operations Director, Aetna International (Europe) Limited
Marketing Manager, HSB Engineering Insurance Limited
Marketing Director, Hastings Direct
Global Director of Brand and Customer Experience, BUPA
Executive Chairman, Brightside Group plc
Primary Claims Team Manager, TSS Loss Adjusting
Head of Customer Strategy and Experience, Allianz Insurance Plc
Head of Marketing Communications, Zurich Insurance
Commercial Lines & HNW Director, Covéa Insurance Plc
Global Customer UK Development Manager, Zurich Insurance
Head of Direct Acquisition, AXA PPP Healthcare
Customer Experience Manager, Domestic & General Group PLC
Marketing Communications, Home & Legacy Insurance Services Ltd
Web Manager, Phoenix Group
Head of Marketing, Fish Insurance
Chief Operations Officer, Europe HL&A, Cigna Insurance Services
Claims Operations Manager, Claims Consortium Group Ltd
Managing Director, Fish Insurance
Head of Marketing, Phoenix Group
Marketing Executive, Call Assist Ltd
Marketing, Admiral Marine Limited
Product Manager – Buildmark, National House Building Council (NHBC)
Head of Customer Experience, Unum Ltd
Partnership Manager, HSB Engineering Insurance Limited
Chief Data Officer, RSA Insurance Group Plc
Chief Operating Officer, Underwriting & Distribution, Arthur J Gallagher (UK) Ltd
Existing Customer Communications Manager, Legal & General Group Plc
Marketing Manager, Markel International
Head of Customer Experience, Simply Business
Chief Marketing Officer, MS Amlin
CEO, Urban Jungle
Head of Insurance Product, Simply Business
e-Business Manager, MS Amlin
Global Customer Operations, AIG Europe Limited
Head of Operations, Brokerbility
Chief Operating Officer, HSB Engineering Insurance Limited
Managing Director, Admiral Marine Limited
Chief Risk and Compliance Officer, AXA Assistance (UK) Ltd
Product Propositions and CRM Manager, Police Mutual Assurance Society Ltd
Managing Director of FutureYou, Zurich Insurance
Head of Operations and Business Improvement, Ryan Direct Group Limited
Commercial Operations, AIG Europe Limited
Customer Data & Analytics Director, RSA Insurance Group Plc
Head of IT, Saga Group Limited
Global Marketing Communications Manager, MicroEnsure
Group IT & Operations Director, Bluefin
Customer Strategy and Experience Director , Swiss Re
Head of Client Engagement, Travel Insurance Facilities Group
Operations Manager, Chesnara Plc
Head of Market Insight and Analytics, Unum Ltd
Operations Manager, RSA Insurance Group Plc
Marketing Manager, Ryan Direct Group Limited
Product Manager, Confused.com
Associate Director – Consumer Marketing, Frontline, BGL Group Limited
Chief Operating Officer – Direct & Retail Partnerships, AXA Insurance Plc
Head of Sales & Operations, Fish Insurance
Customer Insight, Direct Line Group
Customer and Future Innovation Manager, AXA Insurance Plc
Head of Marketing Strategy, Proposition and Customer Experience, AXA PPP Healthcare
Operations Manager, Confused.com
Channels Marketing Director, Simply Business
Operations Support Manager, Covéa Insurance Plc
Director of Marketing, UK Life, Zurich Insurance
Medical Director, Aetna International (Europe) Limited
Deputy Underwriter, Admiral Marine Limited
Head of E-commerce, PolicyBee LLP
Head of Marketing & Customer Strategy, Chubb
Head of Customer Experience and Insight, Domestic & General Group PLC
Business Development Consultant, TSS Loss Adjusting
Customer Service & Sales Director, Alan & Thomas Insurance Brokers
Quality Assurance Lead – Claims Motor Engineers, Covéa Insurance Plc
Product Research and Development Manager, Chubb
Head of Retention, Columbus Direct
Strategy & Change Management Director, Jelf Group
Commercial & Strategy Director, Premium Choice Ltd.
Director of Sales and Distribution, Premium Choice Ltd.
Head of Consultancy, Armour Risk Management Ltd
Operations Manager, RSA Insurance Group Plc
Head of MI and Insight, Domestic & General Group PLC
Development Strategy Manager, Prudential Plc
Business Solutions Manager, MicroEnsure
Group Head of IT & CIO, National House Building Council (NHBC)
Marketing Communications Consultant, Legal & General Group Plc
UKGI Chief Digital Officer, Zurich Insurance
and many more…
43-44 Crutched Friars
Tel: 020 3735 2700
How to get there?
» Tower Hill
» Fenchurch Street
» Liverpool Street
» London Bridge
Fenchurch Street is the nearest station.
» Local car park nearby
Customers are better informed than ever before making it harder for insurers to keep and grow their profitable ones. This new type of customer expects to engage with companies in whichever way suits them and for that engagement to be consistent, irrespective of their chosen channel. None of these emerging demands are served well by the legacy policy driven systems of most established insurers.
Hitachi Solutions works with insurance companies around the world to help them migrate to new technology solutions that put the customer and agent at the heart of the enterprise. Utilising Microsoft Dynamics CRM and Hitachi’s own insurance software, users of the system have a complete 360° view of their customers, agents and other third parties and can market, sell, and service more efficiently, and cost effectively.
Your marketing, sales and service teams access the same system providing holistic information on individual customers including policy details, renewal dates, claims history, preferences, etc. enabling superior customer engagement, providing the opportunity to cross-sell and up-sell and providing your organisation with the information it needs to put the customer at the heart of everything you do. Marketers are able to build real time journey based decisioning into all digital and personal channels to drive meaningful engagement in the manner and time most suited to your customers – whether they are end customers, agents or intermediaries.
Part of the highly respected Hitachi Group, Hitachi Solutions provides IT strategy and solutions based on Microsoft Dynamics and other Microsoft technologies to some of the world’s largest organisations. With 200+ consultants in the UK and over 1000 globally, we are ideally placed to help insurance companies take advantage of the latest business solutions from Microsoft.
Our approach is centered on creating targeted outcomes for customers by translating MDM technology into industry specific use-cases. Recently recognized by independent IT analyst firm – The Information Difference – as having the ‘happiest customers’ in the customer MDM market, make VisionWare your partner of choice in unleashing the strategic and operational potential of your customer data insight.
With headquarters in the UK and offices throughout EMEA, Communisis is one of Europe’s leading providers of customer communications for major brands across insurance, FS, Utilities and Retail.
Communisis has over 200 years of industry experience in marketing, transactional and regulatory customer communications. Expanding and diversifying our skills in response to rapid industry changes, we’ve built a service platform of unique strength and depth to become a tier one player in our sector, employing around 2,200 experts throughout Europe and beyond.
Communisis is creating a unique organisation that brings together marketing strategy, data and multi-channel production expertise to enable our clients to deliver a seamless customer experience across every touch point, throughout the lifecycle.
We have a proven methodology of : ‘Simplify, innovate, grow’. We help to Simplify – processes and communications; Innovate – communications, processes, deliver across omnichannel. Grow – from efficiencies and effectiveness gained, in order to improve customer experience in a digital world.
We proudly know more about the UK population than anyone else, and provide incomparable intelligence for all marketing activity.
As the UK’s largest independent data driven communications company, we combine data, knowledge and insight to create more valuable consumer relationships, and champion the need to communicate with customers in a way that enhances relationships, not destroys them!
As with many things in life, it’s not what you’ve got, but what you do with it that counts. Our open, honest and transparent approach helps brands to build stronger, more robust relationships with their customers. Why? Because a consumer that wants to receive what you send them, is a responsive consumer.
We exist to help financial services companies adapt and achieve their full potential in an ever-changing digital world. By developing and harnessing the latest digital techniques, Dock9 enables clients to increase their online sales, improve their margins and, ultimately, avoid disruption from agile new entrants to the market.
Dock9 was founded in 2008 by Mark Lusted, who has since featured in the BIMA Hot 100 list of the most influential digital people in the UK for 2015. The company has won a number of awards for its client work, including Sitefinity’s Expertise Award for Financial Services Web Solutions and Site of the Year 2015.
For more information, visit www.responsetek.com
As a partner Capita delivers insight, innovation and clarity in helping you to engage with your customers.
It means identifying patterns within a client’s data to help them target customers in the best way possible.
It means providing the most comprehensive and accurate location data so our clients can make confident business decisions.
It means helping our clients connect the dots of their customers’ lives, so they can deliver the right messages through the right channels at the right time.
It means making sure the right policy, claim resolution, bank statement, invoice or credit card bill ends up in the right envelope—and the right mailbox—millions of times a day.
It means studying every detail of customs processes around the world, so sending a parcel from Los Angeles to Lisbon comes with known costs and no surprises.
Backed by a team of over 16,000 dedicated professionals internationally, we help our clients—from small businesses to 90% of the Fortune 500—create meaningful impact for their customers and their businesses. Big or small. Physical or digital. We deliver client-centric solutions to help businesses make the most out of every transaction and interaction—accurately and securely.