Transforming operations to improve the client experience

London market breakfast briefing  |  3rd March  |  8-10am  |  The Gherkin

Transforming operations to improve the client experience

| The Gherkin

Overcoming legacy challenges to enable CX innovation in the London market

Across the London market leading organisations are establishing operating models that can improve the client experience, deliver new services and enable efficiencies. However, outdated legacy systems and processes are stifling innovation and holding back change.

Having said that. moving to a new, more agile operating model is easier said than done. There are significant challenges around technology, people, process and culture that need to be overcome if transformational change is to be achieved.

This breakfast briefing will explore these challenges, and how you can devise and achieve a new operating model - as well as the common pitfalls to avoid.

Attend this breakfast briefing to:

  • Establish where service gaps occur and develop a clear vision of the client experience
  • Deploy an agile operations strategy that can respond to future customer needs…quickly
  • Discover the critical importance of data, analytics and APIs to improve operational performance
  • Identify key criteria to ensure change is successful and delivers ROI


fully booked - add me to waiting list
Rachel Hoyle
Chief Operating Officer, UK Corporate
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 Presentation

Overcoming the operational challenges to meet and exceed customer expectations in the London market

  • What does the client focused, service orientated operating model look it?
  • Finding innovative solutions to legacy challenges
  • Understanding how new technology can enable and drive operational change and improvement
  • Aligning people, process and technology around the strategic goals


Rachel Hoyle
Chief Operating Officer, UK Corporate
09:05 Roundtable discussions and feedback
10:00 Close

Exclusive Breakfast Briefing

We are fully booked

add me to the waiting list


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