Achieving digital transformation in personal lines insurance - The Insurance Network

Achieving digital transformation in personal lines insurance

8:00 - 10am | 20th September 2017 | The Gherkin
Achieving digital transformation in personal lines insurance
Overcoming the practical challenges to enhance the customer journey, drive up engagement and improve business performance

Sponsored by:

Digital transformation is well underway in many organisations, however personal lines insurers need to tackle a myriad of technological, operational, cultural and data challenges if their digital strategy is to succeed: this breakfast briefing will discuss how you overcome these challenges in a holistic way to improve the customer experience and deliver efficiencies.

Attend this breakfast briefing to explore successful approaches in digital transformation that have delivered better customer outcomes and improved business performance.

Topics to be discussed include:

  • Dealing with outdated legacy systems and processes
  • Creating a culture that puts the customer experience first
  • Successfully improving the customer journey through self-service and automation
  • Overcoming the operational challenges to achieve digital transformation
  • Delivering a single view of the customer in real time


James Russell
Commercial Transformation Director

Russell McLaughlin
Root Cause Analyst & Lean Sigma Specialist
Direct Line Group



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

CASE STUDY: Developing a successful digital first strategy

Overcoming the technological, cultural and organisational challenges

  • Assessing in-house skills, capabilities and expertise to bridge knowledge gaps
  • Developing cross-connectivity across the business to create more consistent digital engagement
  • Ensuring digital delivery regardless of any other business priorities
  • Reassess KPIs to establish whether or not they're driving the right business behaviours to meet a digital first strategy


James Russell
Commercial Transformation Director

Russell McLaughlin
Root Cause Analyst & Lean Sigma Specialist
Direct Line Group

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


Pitney Bowes delivers accuracy and precision across the connected and borderless world of commerce by enabling billions of physical and digital transactions. So what does this mean?
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.

For more information, please visit

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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