Breakfast Briefing

Engaging the next generation of customers to drive retention & growth

| The Gherkin

Achieving customer centric, omni channel communications is not a new concept for insurers, but for many, issues around legacy systems, siloed operations and outdated technology still pose significant challenges.

Today’s customers already want quicker service and a more streamlined customer journey than many can provide, and tomorrow’s customers will expect even more: meaning that tackling the technology challenges and implementing an agile operating model across the organisation is now more critical than ever.

Attend this breakfast briefing to explore:

  • Successfully overcoming the technology and operational challenges to deliver a seamless and transparent customer experience
  • Leveraging data from multiple systems to meet customer service expectations
  • Creating a culture of ‘digital first’ – assessing where systems and processes enable (or hinder)
  • What does good self-service look like for insurance customers?
  • What will the digital customer of tomorrow expect and how do you deliver it?


Free to attend

Great opportunity to Learn, Network and Benchmark

Action your findings on the very same day


Sponsored by:


08:00 Registration and refreshments

08:15 Breakfast with stunning views across the city

08:40 Introduction by the chair

08:50 Presentation

Overcoming the operational and technical challenges to deliver a streamlined customer experience

  • Key criteria when investing in customer centric operational change
  • Identifying & overcoming the operational, technological and cultural challenges to achieve better customer outcomes
  • Delivering effective customer communications in the digital age – the challenges of omni-channel
  • Operational agility and flexibility - effectively responding to an increasingly digital world where the pace of change will only get faster

Followed by round table discussions and feedback

Paul Burrows
Customer Experience & Operations Director - AXA Direct
AXA Insurance


The Gherkin

30 St Mary Axe



tel: +44 20 7071 5029

Useful Info

Closest tube stations - Aldgate, Bank

Closest rail stations - Fenchurch St, Liverpool St

Parking - Local street parking nearby