Transforming the customer experience in Insurance

27th November | 8-10am | The Gherkin

Transforming the customer experience in insurance

| The Gherkin

Overcoming the cultural and operational challenges to improve customer engagement and retention

Across the insurance value chain leading organisations are focused on understanding their customer needs, wants and behaviours in order to improve the customer experience and journey.

By delivering a seamless, quick and easy customer experience, organisations can improve retention, strengthen their brand reputation and build competitive advantage.

However, this is easier said than done in complex organisations, often with legacy technology, siloed processes and a product centric culture that stifles innovation and transformative change.

Attend this breakfast briefing to discuss overcoming the key challenges in aligning people, processes and technology to enable a customer experience fit for the digital age.

Topics to be discussed include:

  • Simplifying processes and overcoming the operational and cultural challenges in transforming the customer experience
  • The virtuous circle of more engaged employees delivering a better customer experience - finding ways to drive up discretionary effort
  • Using data to get closer to your customer to deliver the service and experience they expect
  • Achieving effective self-service that drives satisfaction and customer engagement



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Tim Yorke
Transformation Director
AXA Insurance
Sam Smithson-Biggs
Transformation Programme Director
Sponsored by: 


08:00 Registration, tea and coffee
08:15  Breakfast of your choice with views over the city

08:40 Introduction by the chair
08:50 Presentations

Avoiding vague and poorly directed corporate culture programmes – key criteria to successfully transform the customer experience

  • Fundamentally understanding what the problem is and why it is happening
  • Defining what can be changed to deal with the problem
  • Creating a delivery plan with clear metrics for success


Tim Yorke
Transformation Director
AXA Insurance

Leveraging systems thinking to transform the customer journey

  • Building effective, customer centric management teams
  • Mapping customer journey’s and optimising them through a customer lens
  • Applying RPA and machine learning to reduce demand failure & improve the experience


Sam Smithson-Biggs
Transformation Programme Director
09:15 Discussion and benchmarking approaches to change and digital transformation
10:00 Close

Exclusive Breakfast Briefing

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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

What your peers have said

Photo of Paul Umpleby, JLT Speciality Ltd

"Was a really good event.
The location and food was excellent, and the discussions with other peers resonated with challenges we're facing. I also liked the fact the sponsor didn't do a hard sell on their products and services."

UKGI Lead Business Architect, Zurich Insurance

Photo of Paul Umpleby, JLT Speciality Ltd

"I thought today was a good session, people dotted around the table contributing & good questions to keep discussions going."

Head of IT Business Partner, Digital, Distribution & Investments, Canada Life Limited

Photo of Paul Umpleby, JLT Speciality Ltd

"I really enjoyed the event this morning, a number of 'tracks' were very thought provoking - its especially good to be able to feel comfortable.... to be able to set questions running in the group where one genuinely doesn't have an answer but see how others might tackle it or what they are thinking.. great stuff, would like to see much more on this subject."

Regional IT Category Director EMEA, Aon

Photo of Paul Umpleby, JLT Speciality Ltd

"These events are always interesting and insightful - thanks for the invitation!"

Head of Change & Transformation, Aviva

Photo of Paul Umpleby, JLT Speciality Ltd

"Provided a perfect opportunity for senior colleagues and competitors to share their issues and how they were resolved or mitigated. Outcome is there is: there is no perfect solution, and reliance predominantly should be on our own staff and the technology is the enabler, and shouldn't be the taskmaster."

Chief Operating Officer, Axis Capital

Photo of Paul Umpleby, JLT Speciality Ltd

"Not only was this event highly informative in terms of future learning and knowledge sharing, I found the environment very relaxed and comfortable which was welcomed. I valued the openness of Ian the guest speaker and the ability to talk freely and share stories.
I look forward to more events like this in the future as I will definitely be attending. "

Claims Operations Manager, Generali

"As ever interesting and lively debate on the hot topics of the day. Sharing the experiences we all face in a safe environment helps put the challenges in perspective"

Head of IT and Change Management, Legal & General

Photo of Paul Umpleby, JLT Speciality Ltd

"An interesting and thought provoking event with a great mix of peers from across the industry"

Underwriting and Markets Director, Home & Legacy

Photo of Paul Umpleby, JLT Speciality Ltd

"Really good networking opportunity and quality discussions take place among committed practitioners"

Head of IS, Digital, Distribution & Investments, Canada Life