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.

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


Helen Rodway
UKGI CIO, Head of Operational Performance & Management


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

  • 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?


Helen Rodway
UKGI CIO, Head of Operational Performance & Management

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 software solutions for insurance companies worldwide. At a time of rapid industry change, it helps insurers compete by implementing digital processes needed to connect faster and more effectively with their customers and distribution partners. Recognized as an advanced solution provider by analysts at Gartner and Celent, Fadata has clients in over 30 countries across Europe, the Middle East, Africa and Latin America.

Fadata is headquartered in London and has offices throughout Europe, including a software development and operations centre in Sofia. It also has an extensive international distribution and implementation partner network that includes BearingPoint, Charles Taylor InsureTech, EVRY, EY, Infosys, Sollers and Tieto.

In 2017, Fadata acquired Impeo, broadening its insurance front-office capabilities. Fadata’s shareholders include The Riverside Company, a global private equity firm, and Charles Taylor plc., the London-based global provider of insurance services.

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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