Europe’s Leading General Insurance Conference

7th & 8th November 2017

QEII Centre, London

About the Conference

“I’m delighted to be taking part in one of the leading insurance events in Europe; it’s a great opportunity to speak to industry peers about trends, challenges and opportunities as well as sharing ideas about how to prepare for the future.” 

Steve Lewis, Chief Executive, UK & International, RSA

Over the past 17 years The Future of General Insurance has established itself as a must-attend event for insurance executives and their partners. But this year it looks a little different.

The conference was held for the first time in 2001 as an event where decision makers in insurance could discuss critical industry developments and form new relationships.

In 2017 we will have a broader collection of speakers and delegates than ever before, drawing on leaders in insurance innovation from across the whole of Europe.

Why attend?

Our carefully constructed agenda includes a wide array of topics and perspectives to broaden your knowledge and give you a fully comprehensive experience; from the impact of the Fourth Industrial Revolution to envisioning a driverless future, we cover it all! Pick and mix your sessions to tailor your agenda with the choice of 5 stages: INNOVATION, MOTOR, PITCH, MARKETING & CLAIMS. Enjoy the chance to delve deeper into these hot topics with insights from traditional leaders such as Zurich, Allianz and ERGO. You will also have the opportunity to be challenged by insurtech heavyweights including Scott Walchek, Chief Executive Officer, Trōv and Steven Mendel, Chief Executive Officer and Co-founder, Bought By Many!

attendees

speakers

stages

insurtech pitches

hours of networking

hours of content

Speakers

Steve Lewis, RSA

Steve Lewis

Chief Executive, UK & International

RSA

Richard Rowney, LV=

Richard Rowney

Group Chief Executive

LV=

Francois-Xavier-Boisseau, Ageas

François-Xavier Boisseau

Chief Executive Officer, Insurance

Ageas

Jens Henriksson, Folksam

Jens Henriksson

President and Chief Executive Officer

Folksam

Tomasz Smaczny, ERGO Group

Tomasz Smaczny

Global Chief Information Officer

ERGO

Steven Zuanella, RSA

Steven Zuanella

Group Chief Digital Officer

RSA

Cécile Fresneau, Zurich

Cécile Fresneau

UK GI Chief Underwriting Officer

Zurich

Stephanie Smith, Allianz

Stephanie Smith

Chief Operating Officer

Allianz

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Conference Agenda

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Day 1 Tuesday, 7 November 2017

Day 2 Wednesday, 8 November 2017

Pre-conference breakfast roundtables

Insuring the society of tomorrow
Inspiring women in insurance
08:15

Sign up to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of great coffee. Places are limited so register now to join the debate

Join this discussion to explore the impact of demographic change on insurance. How can insurers deal with an ageing population? How can insurers tailor products and services for their unique needs? What must be done to ensure older customer segments are not priced out or left behind?


Simon Stanney, SunLife
Simon Stanney

General Insurance Director, SunLife
SunLife

08:15

Sign up to kick off the day at one of our breakfast roundtables where industry experts will lead discussions over a continental spread and lots of great coffee. Places are limited so register now to join the debate

Join this roundtable to discuss with your peers the issues affecting women in insurance today. In what ways and in what timeframe will insurers who lack gender diversity fall behind the pack? How can women drive change within their organisations? What steps can be taken to encourage more women to join the industry?


Barbara Merry, Independent Women in Insurance Network
Barbara Merry

Chair
Independent Women in Insurance Network

09:00

Welcome address by Marketforce

09:05

Chair’s opening remarks

Session 1

Innovation Stage

09:10
Keynote

Leading the charge: ambition, innovation and digitalisation


Steve Lewis, RSA
Steve Lewis

Chief Executive, UK & International
RSA

9:30
Keynote

Insight from Germany: building an insurer prepared for tomorrow’s world


Tomasz Smaczny, ERGO Group
Tomasz Smaczny

Global Chief Information Officer
ERGO

09:50

Questions


10:00

Advisory session


10:20
CEO panel discussion

From agility to collaboration: adapting to structural changes

  • Where are the greatest changes happening in the industry today? What challenges do these present?
  • What are the biggest obstacles for insurers to retain a good combined operating ratio (COR)?
  • How can insurers deliver more for the customer whilst remaining profitable?
  • Will price always be the main factor of consideration for customers?
  • Will the trend of value chain disaggregation continue? What effect will it have on incumbents?
  • Sorting the wheat from the chaff: how disruptive is insurtech going to be?
  • Is partnering the only way forward for both incumbents and insurtech disruptors to succeed?
  • Reality check: what does the average customer expect and want from their insurer?

Steve Lewis, RSA
Steve Lewis

Chief Executive, UK & International
RSA

Richard Rowney, LV=
Richard Rowney

Group Chief Executive
LV=

Francois-Xavier-Boisseau, Ageas
François-Xavier Boisseau

Chief Executive Officer, Insurance
Ageas

Jens Henriksson, Folksam
Jens Henriksson

President and Chief Executive Officer
Folksam

11:05

Refreshments

Session 2

Innovation Stage | Pitch Stage

Innovation Stage
Pitch Stage
11:35
Interview

Insuring an on-demand world: in conversation with Scott Walchek

• A new customer base in the market: who craves on-demand insurance?
• Empowering consumers: can the option of choosing length of coverage drive loyalty?
• Will partial coverage ever become the norm?
• What are the pricing implications of on-demand insurance?
• Creating a perfectly simple user experience: what are the key factors for success?


Interviewer

Kenny Leitch, RSA
Kenny Leitch

Global Connected Insurance Director
RSA

Speaker

Adrian Eagleson

Head of Partner Development
Trov

11:55

Session title to be confirmed


James Barker

Regional Director UK and Ireland
Backbase

12:15
Fireside chat

Developing an innovative culture

We have invited two champions of change and innovation to discuss the challenges and intricacies of adopting a truly innovative culture in traditional insurance companies. Steven Zuanella and Parul Kaul-Green both have first-hand experience of trying to transform incumbents into innovative organisations and will share their experience and expertise.

  • Where do the biggest hindrances to innovation and digitalisation lie?
  • The key to becoming truly agile and responsive: is culture the place to start?
  • Taking the first steps: how can culture be changed?
  • Encouraging empowerment: how can staff be incentivised to be innovative?
  • Injecting new blood into insurance: what other industries can insurers look towards?
  • Overcoming the cultural dichotomy: what can be done to aid collaboration initiatives between new entrants and incumbents?

Steven Zuanella, RSA
Steven Zuanella

Group Chief Digital Officer
RSA

Parul Kaul-Green, AXA
Parul Kaul-Green

Head of M&A and Innovation
AXA UK Group

12:40

Advancing customer centricity: adding value where it matters


Aldo Monteforte, The Floow
Aldo Monteforte

Chief Executive Officer and Co-Founder
The Floow

11:35

Pitch one: Wilov


Pierre Stanislas, Wilov
Pierre Stanislas

Chief Executive Officer
Wilov

11:45

Pitch two: Digital Fine Print


Erik Abrahamsson, Digital Fineprint
Erik Abrahamsson

Chief Executive Officer
Digital Fineprint

11:55

Pitch three: InsureStreet


Tahir Farooqi, InsureStreet
Tahir Farooqui

Founder and Chief Executive Officer
InsureStreet

12:05

Pitch four: Arowana


Brigitte Small, Arowana
Brigitte Small

Chief Executive Officer
Arowana

12:15

Pitch five: Urban Jungle


Jimmy Williams, Urban Jungle
Jimmy Williams

Co-founder and Chief Executive Officer
Urban Jungle

12:25

Pitch six: Konsileo


John Warburton, Konsileo
John Warburton

Co-founder
Konsileo

12:35

Pitch seven: Wrisk


Nigel Barton, Wrisk
Nigel Barton

Chief Executive Officer and Co-founder
Wrisk

12:45

Pitch eight: Tribe


Rune Brunborg, Tribe
Rune Brunborg

Founder
Tribe

Session 3

Innovation Stage | Pitch Stage | Motor Stage

Innovation Stage | Taking data and analytics to the next level
Pitch Stage
Motor Stage | Envisioning a driverless future
14:15

Building a robust data strategy

  • Tackling the realities of a big data explosion
  • What does it really mean to effectively leverage advanced data analytics?
  • Combining old and new data sources: strategies for seamless integration

Andreas Braun, Allianz
Andreas Braun

Head of Global Data and Analytics
Allianz

14:35

Session title to be confirmed


Pranav Pasricha

Chief Executive Officer
Intellect SEEC

14:55

Capitalising on social media as a data source

  • Identifying profitable customer niches through social media analysis: how can meaningful insight be achieved?
  • Questions of privacy, morality and legality: the difficulties of tapping into a private world
  • Aligning data strategy with customer-centricity: steps for success
  • What opportunities do new data sources present insurers to enhance the customer relationship?

Steven Mendel, Bought By Many
Steven Mendel

Chief Executive Officer
Bought By Many

15:15
Case study | Gjensidige Forsikring

Harnessing advanced analytics to defeat organised crime

This case study will examine the data strategies being used by Gjensidige Forsikring to combat organised crime in the Nordic region. Delegates will benefit from key lessons in how the use of advanced analytics has positively impacted the fraud team’s operations and efficiency.


Vera Sønsthagen, Gjensidige Forsikring
Vera Sønsthagen

Head of SIU, Norway
Gjensidige Insurance

15:35

Questions


14:15

Pitch nine: TikkR


Hitesh Saini, TikkR
Hitesh Saini

Chief Executive Officer and Founder
TikkR

14:25

Pitch ten: Luko


Raphael Vullierme, Luko
Raphael Vullierme

Chief Executive Officer
Luko

14:35

Pitch eleven: Sherpa


Patrick Muir, Sherpa
Patrick Muir

Chief Marketing Officer
Sherpa

14:45

Pitch twelve: Blocksure


Ranvir Saggu, Blocksure
Ranvir Saggu

CEO and Co-founder
Blocksure

14:55

Pitch thirteen: Urgent.ly


Tom Sexton, Urgent.ly
Tom Sexton

Vice President – Strategic Sales
Urgent.ly

15:05

Pitch fourteen: Mobassurance


Tomas Sinicki, Mobassurance
Tomas Sinicki

Co-founder and Managing Director
Mobassurance

15:15

Pitch fifteen: DropIn


Louis Ziskin, DropIn
Louis Ziskin

Chief Executive Officer
DropIn

15:25

Pitch sixteen: Kasko


Nikolaus Sühr, KASKO
Nikolaus Sühr

Co-founder and Chair
Kasko

14:15

Assessing the future role of insurers in the motor market

  • What are the biggest challenges motor insurers face in light of advancing technology?
  • A question of relevance: what must insurers do to avoid being edged out of the industry?
  • What part will insurers play in the motor market in 10 years’ time?

Gus Park, Direct Line Group
Gus Park

Managing Director, Motor Insurance and Business Development
Direct Line Group

14:35

Connecting the motor, insurance and consumer ecosystems

  • Designing a robust ecosystem: characteristics of a future-proof
    connectivity platform
  • Assessing the importance of win-win partnerships during a time
    of changing mobility and autonomy
  • Increasing value propositions with IoT: making connections
    simpler, faster and cheaper

andrew lee photo for website
Andrew Lee

Head of Marketing Intelligence
Octo Telematics

14:55

The road ahead for autonomous and connected vehicles


Tim Marlow - Ageas
Tim Marlow

Head of Autonomous and Connected Vehicle Research
Ageas

15:15

Cybersecurity challenges of the connected car

  • Outlining the threats that arise from automated and autonomous vehicles
  • What must be done to prepare for these challenges?
  • Government, manufacturer, insurer: where does responsibility lie?

 


Mike Shen

Head of Cyber Innovation
Novae Group

15:35

Questions


Session 4

Innovation Stage | Pitch Stage | Motor Stage

Innovation Stage | Creating a truly valuable customer proposition
Pitch Stage
Motor Stage | Securing success in the motor market: moving with the times
16:20
Case study | British Gas Insurance

Leveraging the power of the smart home

In this case study, Ed Dutton, Managing Director at British Gas Insurance, will examine the full potential of the smart home and how insurers can capitalise on the opportunities it presents for realigning and redefining the customer relationship.


Ed Dutton, British Gas Insurance
Ed Dutton

Managing Director
British Gas Insurance

16:40

Creating value by understanding customer need

  • Needs, context and emotions: the importance of knowing your customer
  • Turning your knowledge into value: tools and techniques for success
  • Lessons for creating services that benefit both the customer and your business

james downes pancentric photo for website
James Downes

Director
Pancentric

17:00
Panel discussion

Adding more value: how is the role of insurance companies set to change?

  • Where is the greatest potential to add value to the customer?
  • Are value-added services enough to remain relevant or does the value-proposition of insurance need to fundamentally change?
  • Planning an optimal portfolio of services: how can insurers add value whilst remaining business savvy?
  • Reality check: what does the customer really want?

Ed Dutton, British Gas Insurance
Ed Dutton

Managing Director
British Gas Insurance

Rob Flynn, MORE TH>N
Rob Flynn

Managing Director
MORE TH>N

Gregor Wiest, ERGO
Gregor Wiest

Head of Innovation
ERGO

james downes pancentric photo for website
James Downes

Director
Pancentric

16:20

Pitch seventeen: so-sure


Dylan Bourguignon, so-sure
Dylan Bourguignon

Chief Executive Officer
so-sure

16:30

Pitch eighteen: Flock Cover


Ed Klinger, Flock Cover
Ed Klinger

Chief Executive Officer
Flock Cover

16:40

Pitch nineteen: Openclaims


Lex Orie, Openclaims
Lex Orie

Managing Director
Openclaims

16:50

Pitch twenty: Shift Technology

Senior representative, Shift Technology


Jeff Manricks

UK Sales Director
Shift Technology

17:00

Pitch twenty-two

Speaker to be confirmed


17:10

Pitch twenty-three

Speaker to be confirmed


17:20

Head to Innovation Stage for champagne keynote address


16:20

Retaining competitive advantage through pricing sophistication

  • How must pricing strategies evolve to cope with increasing costs, complexity and competition?
  • Combatting competition with innovative rate structures: what does this look like in practice?
  • Improving customer profiling through enhanced data capture: telematics and beyond
  • Maintaining low premiums whilst ensuring profitability: achievable reality or just a pipedream?

Agnieszka Wronska Link4 Photo
Agnieszka Wrońska

Chief Executive Officer
LINK4

16:35

Advisory session


16:55
Panel discussion

Keeping customers at the heart of motor insurance offerings

  • Digitalising offerings: how important is this for customers today?
  • To what extent does gamification strengthen engagement and loyalty?
  • What innovations in motor hold real value?
  • Will telematics ever be a mass market proposition?
  • Are we entering an era where insurers will find it easier to differentiate on more than just price?
  • How quickly will pricing become more sophisticated as data capture improves?
  • Reality check: do motor customers want to be hyper-aware of their risk?

Michael Brockman, Insure-the-Box
Michael J Brockman

Chief Executive Officer
Insure The Box

Pierre Stanislas, Wilov
Pierre Stanislas

Chief Executive Officer
Wilov

Agnieszka Wronska Link4 Photo
Agnieszka Wrońska

Chief Executive Officer
LINK4

ian parker, ers
Ian Parker

Chief Executive Officer
ERS

Session 5

Innovation Stage

17:30
Champagne closing keynote address

The futurologist’s view: what’s next for the insurance industry?


David Smith, Global Futures and Foresight
David A. Smith

Futurologist and Chief Executive
Global Futures and Foresight

17:55

Questions


18:00

Chair’s closing remarks, end of Day One followed by a drinks reception


Pre-conference breakfast roundtables

Preparing for a post-Brexit world
Personal lines cyber insurance: a tale of things to come?
08:15

During this roundtable discussion, delegates will have the opportunity to debate the impact of a hard Brexit on the insurance industry. Will Brexit greatly affect the operations of insurers? Where will its impact be felt most? How can insurers adapt in uncertain economic times?

Speaker to be confirmed


08:15

Join this breakfast roundtable to discuss the potential threats presented to individuals as more of their data and belongings are stored online creating an increased cyber risk. What does this mean for insurers? How can they deal with this new risk? Will new product lines be needed?


Matthew Webb, Hiscox
Matthew Webb

Group Head of Cyber
Hiscox

Justin Gott, Hiscox
Justin Gott

Head of Art and Private Client
Hiscox

Session 6

Innovation Stage | Interactive Workshop

Innovation Stage | Technological and operational game changers continued
Interactive workshop
09:00

Chair’s opening remarks


09:05
Case study | Allianz

Robotics changing the day-to-day

In this case study, Stephanie Smith will delve into the practical application of robotics and highlight where its effects are being felt most within Allianz. Delegates will discover the steps taken by Allianz towards a more efficient future, what measures have been employed to ensure the ROI of automation has been maximised, and how the company is preparing for greater change in the future.


Stephanie Smith, Allianz
Stephanie Smith

Chief Operating Officer
Allianz

09:25

Next generation underwriting: the promise of predictive analytics and new technology

  • Streamlining the underwriting process: where can real gains be made?
  • Towards true personalisation: how to overcome the challenges
  • To what extent will risk homogenise as connected devices improve understanding?
  • How will underwriting functions change in the next decade?

Cécile Fresneau, Zurich
Cécile Fresneau

UK GI Chief Underwriting Officer
Zurich

09:45

Harnessing breakthrough technologies to develop customer communications

  • Assessing current digitalisation and mobility trends
  • Technologies that hold the greatest promise to enhance insurer-customer interaction
  • Moving beyond one-way dialogue: propelling communications to become more interactive

Simon Tindal, Smart Communications Photo
Simon Tindall

Chief Technology Officer
Smart Communications

10:05
Panel discussion

Exploring the impacts of technology game changers: envisioning insurance in the Fourth Industrial Revolution

  • Blockchain, AI and IoT: how will these technologies coincide to transform insurance?
  • Within what timeframe are changes likely to occur?
  • Overcoming obstacles: what stands in the way of adoption and how can these be overcome?
  • The rise of robots: are jobs at risk or is this just scaremongering?
  • Is the skill-set of the insurance workforce set to fundamentally change?
  • How can insurers gain the agility they need to optimise the use of new technology?
  • What will the insurance organisation of 2027 look like?
  • Reality check: is the make-up of insurance companies likely to radically change?

Stephanie Smith, Allianz
Stephanie Smith

Chief Operating Officer
Allianz

Cécile Fresneau, Zurich
Cécile Fresneau

UK GI Chief Underwriting Officer
Zurich

Sarah Greasley, Direct Line Group
Sarah Greasley

Chief Technology Officer
Direct Line Group

Samantha Smithson-Biggs, Aviva
Samantha Smithson-Biggs

META Programme Management Director
Aviva

Simon Tindal, Smart Communications Photo
Simon Tindall

Chief Technology Officer
Smart Communications

09:00

Encouraging new thinking and new approaches: lessons for innovation

Explore new ways of thinking with Alex Shaw as he takes you through the ins and outs of how to innovate. Discover tips and techniques to encourage creative thinking, enhance problem solving efforts and further innovation initiatives.


Alex Shaw

Head of Labs
comparethemarket.com

09:45

Either head to Innovation Stage for the panel discussion or grab a coffee and catch up on emails in our exhibition area.


10:45

Refreshments

Session 7

Innovation Stage | Marketing Stage | Claims Stage

Innovation Stage | The Internet of Things in action: a new insurance reality
Marketing Stage | Customer-centric marketing
Claims Stage | Assessing the future claims landscape
11:15
Case study | Neos

Prevention as a service

In this case study Matt Poll, CEO and Founder at Neos will delve into the world of connecting with the customer through risk mitigation. He will explain the successes and challenges Neos has faced with its preventative proposition.


Matt Poll, Neos
Matt Poll

Chief Executive Officer and Founder
Neos

11:30

Ensuring a customer-centric approach to IoT offerings

  • What opportunities are there for product innovation in a world that is becoming increasingly connected?
  • What does the customer really want?
  • In what ways will IoT-enabled products and propositions change the insurer-customer relationship?

Adam Beckett, Aviva
Adam Beckett

Propositions and Product Director
Aviva

11:45
Advisory session

Session title to be confirmed 

 


Senior Representative
IBM

12:05

IoT and fraud: a double-edged sword

  • What does IoT really mean for fraud departments?
  • Enhancing fraud detection with M2M communication
  • An opportunity for fraud: where do risks lie and how can they be combatted?
  • Does enhanced data capture show us any new trends in fraud?

Clare Lunn, LV
Clare Lunn

General Insurance Fraud Director
LV=

12:20
Panel discussion

Delving deeper into the implications of IoT

  • In what ways will IoT continue to change the insurer-customer relationship?
  • Commoditisation of risk versus increased personalisation: which product lines are these trends most likely to affect?
  • As risks become better understood, will IoT expose current estimations of risk as too great or too small?
  • Is there a risk of certain demographics being priced out of market?
  • How can IoT be better integrated into insurance operations?
  • How does increased use of IoT within general insurance offerings create greater scope cyber risk? What can be done to combat this?
  • Reality check: how successful will IoT be in terms of customer uptake across different insurance lines?

Matt Poll, Neos
Matt Poll

Chief Executive Officer and Founder
Neos

Clare Lunn, LV
Clare Lunn

General Insurance Fraud Director
LV=

Adam Beckett, Aviva
Adam Beckett

Propositions and Product Director
Aviva

11:15
Keynote

Tapping into customer values – a marketing strategy fit for the 21st Century

Speaker to be confirmed


11:45
Advisory session

Session title to be confirmed 


Tiffany Carpenter photo
Tiffany Carpenter

Head of Customer Intelligence Solutions
SAS

12:05
Case study | Direct Line Group

Rebranding for true customer-centricity

Direct Line made a commitment to revitalise its brand after questioning its resonance with the customer. In this case study, Kerry Chilvers will explain why the decision was made to realign focus and push a simple narrative of fixing things for the consumer, and how this has helped to drive engagement.


Kerry Chilvers, Direct Line Group
Kerry Chilvers

Brand Director
Direct Line Group

12:25
Panel discussion

Aligning marketing with excellent customer experience

  • How can marketing initiatives help to deliver a more valuable customer experience?
  • Creating a seamless customer journey: what steps must insurers take?
  • What information do customers find most useful?
  • Building relationships while avoiding annoyance: what are the best consumer touchpoints?
  • How can digital marketing be used to create better touchpoints?
  • How regular should communication be?
  • Delivering on promises and staying on message: how can the priorities of marketing and CX be better aligned?
  • Reality check: can you truly differentiate in a crowded market?

Kerry Chilvers, Direct Line Group
Kerry Chilvers

Brand Director
Direct Line Group

Rune Hoff, SpareBank 1 Forsikring
Rune Hoff

Director of CRM and Customer Dialogue
SpareBank 1 Forsikring

Ali Crossley, BGL Group
Ali Crossley

Customer and Development Director
BGL Group

11:15

How are technological advances driving efficiency in claims?

  • From drones to AI: what technology has the biggest disruptive potential within the claims process?
  • Where is technology likely to have the biggest impact?
  • What steps must be taken to ensure successful adoption?

Ben Horton, RSA
Ben Horton

EMEA Claims Director
Zurich

11:35

Advisory session


11:55

Dealing with the increasing cost of claims

  • What is driving up claims costs for insurers?
  • How can these trends be combatted?
  • Choosing the right investments to maximise ROI and curb costs

Martin Ashfield, AXA
Martin Ashfield

Claims Technical Director
AXA Insurance

12:15
Panel discussion

Perfecting the claims supply chain

  • Where do the biggest inefficiencies in the claims supply chain lie?
  • What are the biggest obstacles to enhancing efficiency within the claims process?
  • How can greater integration between various stakeholders be achieved?
  • Will the role of claims handlers exist in 10 years’ time?
  • How can an innovative culture be instilled into the claims process?
  • When will self-service become a reality?

Reality check: how efficient can you really be when working with third parties?


Ben Horton, RSA
Ben Horton

EMEA Claims Director
Zurich

Martin Ashfield, AXA
Martin Ashfield

Claims Technical Director
AXA Insurance

Ian Currie, RSA
Ian Currie

UK Motor and Injury Claims Director
RSA

Session 8

Innovation Stage | Marketing Stage | Claims Stage

Innovation Stage | Lessons from other industries
Marketing Stage | Data-led marketing
Claims Stage | Claims and the customer experience: going above and beyond
14:15
Keynote | Banking

Tandem Money Limited

In this keynote address, Ricky Knox, will reveal to delegates the lessons learnt from Tandem Money Limited’s experience of disrupting the banking industry. Delegates will discover how Tandem Money Limited furthered innovation efforts whilst keeping the customer central to its efforts.


Ricky Knox, Tandem Money Limited
Ricky Knox

Founder
Tandem Money Limited

14:30

Questions


14:35
Keynote | Hospitality

CitizenM

In this keynote address, Lennert de Jong will explore what it means to truly delight today’s customer. Starting off in The Netherlands in 2006, and now expanding worldwide, CitizenM offers its customers a new kind of hotel; one that is slick, modern, innovative and tailored. Delegates will learn the secrets behind delivering excellence and true customer satisfaction.


Lennert de Jong, citizenM
Lennert de Jong

Commercial Director
CitizenM

14:50

Questions


14:15

Marketing to the individual: data-led personalisation in practice

  • Using analytics and insight to drive effective segmentation
  • Understanding how data can build a real-time picture of your customer’s needs
  • Experience vs expense: striking a balance between deeper personalisation and efficiency

 


Jakub Drobec, Generali
Jakub Drobec

Head of Group Brand, Marketing, Digital Marketing and Sales, Germany
Generali

14:30

Marketing for new customer acquisition

  • Understanding the differences of today’s customer: how can they be reached effectively?
  • How can data be used to find new customers?
  • Getting them across the line: turning knowledge into profit with the right messaging

Patrick Muir, Sherpa
Patrick Muir

Chief Marketing Officer
Sherpa

14:45

Advisory session


14:15
Case study | In My Bag

Building trust through the claims process

In My Bag launched in 2017 with the aim of turning the claims process into something that is genuinely helpful and efficient for the customer. In this case study, Iain Harper will explain the value In My Bag adds to customers through the claims process itself.


gustav holst stuge photo for website
Gustav Holst Stuge

Chief Executive Officer
InMyBag

14:30

Using the claims experience to drive retention

  • Is digitalisation the answer to improving the claims experience?
  • What is the right balance between tech and human interaction?
  • Utilising the claims experience to drive customer loyalty: a key opportunity to prove worth

14:45

Advisory session


Session 9

Innovation Stage | Marketing Stage | Claims Stage

Innovation Stage | Insurtech updates: 12 months on
Marketing Stage | Data-led marketing continued
Claims Stage | Claims and the customer: going above and beyond continued
14:55
now4cover

now4cover aims to fix the common consumer gripes of complexity, lack of transparency, dual pricing and excessive fees in insurance products. Through combining a deep understanding of the market with data, technology and pricing, now4cover is set to deliver innovative digital insurance solutions.


Michael Muzio, now4cover
Michael Muzio

Chief Executive Officer and Co-founder
now4cover

15:05
Insure A Thing

Insure A Thing aims to turn the insurance model as we know it on its head by taking the gambling out of insurance. With a commitment to simplicity and upfront interaction, Insure A Thing is dedicated to overcoming the common woes of insurance customers and improving the overall customer experience, particularly at the point of claim.


Tobias Taupitz, Insure A Thing
Tobias Taupitz

Chief Executive Officer and Founder
Insure A Thing

15:15

Advisory session


15:35
SPIXII

SPIXII is a chatbot that communicates via messages in an automated fashion with individuals. SPIXII is focused on insurance related topics and helps people at all stages of their experience with insurance products from purchasing stage to claims.


Renaud Million, SPIXII
Renaud Million

Chief Executive Officer and Co-founder
SPIXII

15:45

Questions


15:05
Panel discussion

Furthering marketing performance through enhanced data strategy

  • From cross-selling to increased retention: what opportunities does enhanced data capture present to marketers?
  • Turning raw data into useful insight: what processes must be in place to achieve this?
  • Using data to define the relationship between the customer and the insurer: what does this mean in practice?
  • Embracing brand metrics and analytics: how are the methods for measuring success changing?
  • Reality check: when does data-led marketing go too far?

Further speakers to be confirmed


Jakub Drobec, Generali
Jakub Drobec

Head of Group Brand, Marketing, Digital Marketing and Sales, Germany
Generali

Annika Baecker Zurich Photo For Website
Annika Kristina Bäcker

Head of Marketing
Zurich

Patrick Muir, Sherpa
Patrick Muir

Chief Marketing Officer
Sherpa

15:05
Panel discussion

Creating a customer-centric claims culture

  • How can insurers keep pace with rapidly changing customer expectations?
  • How can technology be capitalised on to enhance customer experience?
  • What are the main consumer gripes within claims? What steps can be taken to overcome these?
  • How can greater transparency be delivered?
  • The importance of empathy: what more can be done in terms of personal interaction with the customer?
  • Empowering employees: how can you encourage claims handlers to add value to the customers’ experience?
  • Reality check: can the industry afford an all-singing-all-dancing claims experience? Should it be at the top of the priority list?

gustav holst stuge photo for website
Gustav Holst Stuge

Chief Executive Officer
InMyBag

15:45

Refreshments

Session 10

Innovation Stage | Distribution Stage

Innovation Stage | Building a better industry: regulatory perspectives
Distribution Stage | Dealing with an increasingly competitive distribution landscape
16:15

Advisory session


16:35
Panel Discussion

Encouraging and facilitating an innovative insurance industry

  • How can regulators encourage innovation and new ideas in the insurance industry?
  • What must the industry do to enhance collaboration?
  • How can best practice be encouraged across the value chain?
  • Are regulatory sandboxes the way forward? What challenges and opportunities do they present?
  • What lessons can be learnt from the explosion of FinTech in the banking industry?
  • Where should priorities for insurers lie in 2018?

 


Jan Parner, Financial Supervisory Authority, Denmark
Jan Parner

Deputy Director General
Financial Supervisory Authority, Denmark

Dan Trueman

Chief Innovation Officer and Head of Cyber
Novae Group

Bob Ferguson, FCA
Bob Ferguson

Head of Department
FCA Innovate

17:10

Chair’s closing remarks and end of conference


16:15

Value-added distribution: a tale of things to come

  • More than digital distribution: where can real value be added in the distribution process?
  • Is the explosion of new digital intermediaries a threat for incumbents?
  • Will value added ever be more important than price for the customer?

Speaker to be confirmed


16:30

Advisory session


16:50

Aggregators: the next phase

  • A question of sustainability: will aggregation continue to drive down prices?
  • Understanding how trends in customer buying behaviour affect the aggregator model
  • Will aggregators need to expand their comparisons to more than just price?
  • Is the dominance of aggregators set to wain and if so how quickly?
  • How can insurers and aggregators work better together?

Rod Jones, Uswitch
Rod Jones

Commercial Manager
Uswitch Insurance

17:05

Questions


17:10

Chair’s closing remarks and end of conference


17:45

Chair’s closing remarks, end of conference

Sponsors

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Venue Details

QE11 Centre London

Broad Sanctuary Westminster

QE11 Centre, London

Broad Sanctuary Westminster London SW1P 3EE

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