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Customer-Engagement-2016-web
- 1. Main sponsor Sessionsponsors Exhibitor CUSTOMER ENGAGEMENT in insurance Achieving a customer centric, high interaction engagement model that drives up performance and builds competitive advantage 27th September 2016 • etc Fenchurch Street, London Ingrid Woodward Global Customer Operations AIG Keynote speaker: Speakers include: Gillian Tomlinson Chief Data Officer RSA Tim Buchanan Group Digital Director Hiscox Beatriz Montoya Channels Marketing Director Simply Business Ruth Polyblank Head of SME Chubb Emma Huntington Managing Director of FutureYou Zurich Samantha Smithson-Biggs UKGI Transformation Director Aviva THE INSURANCE NETWORK FIRST 30 PLACES £199 + VAT Standard rate £499 + VAT
- 2. Overview Across the sectororganisations are striving to increase customer engagement to drive the repeat business you need to enhance market share and profitability – those that fail will be left behind. Following Brexit the race to engage has intensified as customers and clients tend to choose the most trusted brands in uncertain times. The key challenge is HOW to enhance engagement in today’s fast paced, fast changing, omni-channel digital environment? The customer engagement challenges are multifaceted and complex – there is no-one size fits all or one final end point – meaning organisations need to continually review their engagement strategy to ensure it is delivering ROI. Critically, insurers and brokers still face operational and technological challenges - and cultural resistance - as they move from a low touch model to a high engagement model: successfully tackling these challenges is the priority. This conference explores how you overcome these key challenges in order to engage your customers in a way that is efficient for you and delightful for them – building a platform for growth and driving future competitive advantage and profitability… whilst still delivering positive bottom line results. Key areas of focus for this year’s event include: • How to engage customers on a more frequent and sticky basis, without increasing costs or complexity within the organisation • Discover the nuts and bolts of creating a customer centric organisation • Delivering self-service to increase interactions and create new opportunities • Building the infrastructure and culture needed to deliver this organisational transformation Programme Overcoming the strategic, operational and cultural challenges to deliver a customer centric service • Defining what a good customer journey and experience looks like • Key operational challenges in realigning the organisation around the customer centric strategy • Dealing with cultural resistance in order to drive through change • The importance of diversity and leadership to deliver a high performance, customer focused culture • Key challenges organisations need to address to ensure they survive and prosper in a digital age Ingrid Woodward Global Customer Operations AIG 08:00 Registration, coffee and networking 09:00 KEYNOTE PRESENTATION, DISCUSSION AND Q&A Sponsored by: 10:45 Coffee & networking in the exhibition area
- 3. 11.15 Delegates choosefrom one of the following two streams STREAM 1 Data driven customer engagement Sponsored by: CASE STUDY: How to harness the power of data & analytics to create new opportunities for customer engagement • Achieving micro-segmentation through the use of data and transforming this into actionable marketing intelligence • Building a customer knowledge system and process to enable more frequent, better informed engagement • How have these initiates transformed the customer experience and delivered ROI? Gillian Tomlinson Chief Data Officer RSA Exploiting new digital and social techniques to improve engagement in an omni-channel environment • Moving away from commoditisation to customer centric service • Overcoming the challenges of enabling customers to self-serve • The tension between using customer data innovatively to improve service whilst not being intrusive • Moving quickly and incorporating new insights to give customers better products and prices - and simplifying the on boarding process Tim Buchanan Group Digital Director Hiscox 13.00 Lunch and networking in the exhibition room STREAM 2 Moving towards a customer centric, agile operating model Sponsored by: CASE STUDY: Using design thinking and co-creation to deliver engaging customer experiences and a customer centric organisation • Determining who your customers are and what are their needs? • Designing a digital business that empowers customers through interaction and personalisation • Earning the trust of your customers by being relevant and engaging • Co-creating with customer to transform the experience across all channels Emma Huntington Managing Director of FutureYou Zurich FutureYou is a new digital, consumer business which empowers customers with interactive and personalised ways of planning their financial future. Aligning tech, people and culture to develop an operating model that drives successful customer engagement • Changing business processes to support the customer engagement strategy • Engaging the whole supply chain to ensure a constant experience • This is not an IT project - introducing technology to support core competencies in meeting the customer promise. • How do you prepare both employees and customers for change? Olga Potaptseva Head of Customer Experience and Insight Domestic and General
- 4. 14.00 Delegates chooseone of the following two panel discussions PANEL DISCUSSION 1 Transforming the customer journey Sponsored by: Customer expectations of how they should be treated, over what timescale and through which channels are continually changing. This panel discussion explores what a good customer journey is and how to achieve it efficiently Topics to be covered include: • Transforming interactions into positive, value add contact instead of just distress purchases, billing and renewals • Increasing customer retention & loyalty through authentic engagement • Dealing with both positive and negative digital word of mouth feedback • Driving innovation in all areas of the customer experience Andrew Clayton Global Director of Brand and Customer Experience Bupa Jon Lott Customer Strategy and Experience Director Swiss Re 15.00 Coffee & networking in the exhibition area PANEL DISCUSSION 2 Successfully migrating from a low interaction to a high engagement model The key to driving engagement is your ability to move from one-off, wide-net campaigns towards targeted continual interactions that drive long-term loyalty. However achieving this is easier said than done. This panel will explore the operational challenges and how you overcome them Topics to be covered include: • Centralising data storage in order to provide a seamless service • Improving contact centre service by ensuring those on the front line are equipped to deal with the new digitally savvy and knowledgeable customer • Self-service challenges - is building infrastructure that pools all products & interactions into one platform for the customer to access whatever they need the right approach? • Providing excellent customer experiences at every touch point in every channel – first time, every time Samantha Smithson-Biggs UKGI Transformation Director Aviva Hans Evers Chief Operations Officer, Europe HL&A Cigna
- 5. Can we changeto survive? Can insurance successfully achieve customer engagement in a digital world? 3 expert panelists will present their vision of how customer engagement management is changing, how they are responding and what the implications are for the insurance industry. The audience then joins the discussion through a facilitated Q&A before drinks are served. Topics to be covered include: • How will what customers want from their insurers and brokers change? • How will the service offering need evolving to meet those expectations? • Do insurers have the skills and capabilities to succeed in the digital world? • Will insurance companies just be the provider of capital rather than holding the key customer relationships? • What is the likelihood of new players with existing customer relationships offering‘add-on’insurance as part of their service? How big is the threat? Mark Cliff Executive Chairman Brightside Group 15.30 Delegates choose one of the following two workshops WORKSHOP 1 Achieving a single view of the customer to drive customer insight and engagement Sponsored by: Integrating & leveraging new data sources • Using customer journey mapping to drive customer engagement • Leveraging data to improve customer engagement through personalisation • Working towards a more consistent and holistic representation of customer data within an organisation • Improving and maintaining the quality of data you already have Beatriz Montoya Marketing Channels Director Simply Business WORKSHOP 2 Creating the operational capabilities to enable customer engagement CASE STUDY: Developing a framework to align people, culture and process to deliver a consistent customer experience • Achieving segmentation to more accurately tailor the service to your customers • Shifting the culture and attitude of the organisation to drive good customer engagement • Creating an authentic, personalised service for your customers • Listening to what customers want and successfully using that data to improve the service • Accepting when strategies have not worked and learning from them fast Ruth Polyblank Head of SME Chubb 16.40 CLOSING PANEL DISCUSSION 17.15 Drinks reception Sponsored by:Simon Cooter Commercial Lines & HNW Director Covéa Insurance Jimmy Williams Founder and CEO MyUrbanJungle
- 6. With so manyevents to choose from, why come to ours? We stick to a number of“golden rules”that enable you to maximise value from attending our events and ensure you gain key insights from other members of the audience as well as the presenters: Join The Insurance Network... The Insurance Network is an exclusive community of directors from leading insurers and brokers who benchmark, share ideas and network with their peers at conferences, panel discussions and breakfast briefings. Joining The Insurance Network as a member not only offers great value for money and time, it will also keep you up to date with key business issues. As a member you will benefit from FREE attendance at these conferences: @ To discuss membership call Phil Middleton #ins_engage 020 7079 0270 www.the-insurance-network.co.uk info@the-insurance-network.co.uk • Customer Engagement in Insurance 27th September 2016 • London Market Claims 2016 20th October 2016 • Connected Devices and IoT 29th November 2016 • TINtech London Market February 2017 • Strategic Claims 2017 March 2017 • TINdata 2016 May 2017 • TINtech 2016 June 2017 Plus priority attendance at: 3 Breakfast briefings 3 Panel discussions Membership: £999 + VAT • Only director level delegates in the audience No junior managers or suppliers can attend as delegates to ensure you discuss and benchmark with your peers • Interactive format By including dedicated time for discussion, reflection and benchmarking you can pick up those invaluable learnings and practical techniques from your peers • No press, no transcripts – just honest, open discussion Speakers will‘water down‘ their presentations if they know there are press in the audience – that’s why we are independent from any publication, have no press in the audience and take no transcripts
- 7. Main sponsor Transform Froma Policy-centric Organisation into a Customer Centred Enterprise Customers are better informed than ever before making it harder for insurers to keep and grow their profitable ones. This new type of customer expects to engage with companies in whichever way suits them and for that engagement to be consistent, irrespective of their chosen channel. None of these emerging demands are served well by the legacy policy driven systems of most established insurers. Hitachi Solutions works with insurance companies around the world to help them migrate to new technology solutions that put the customer and agent at the heart of the enterprise. Utilising Microsoft Dynamics CRM and Hitachi’s own insurance software, users of the system have a complete 360° view of their customers, agents and other third parties and can market, sell, and service more efficiently, and cost effectively. Your marketing, sales and service teams access the same system providing holistic information on individual customers including policy details, renewal dates, claims history, preferences, etc. enabling superior customer engagement, providing the opportunity to cross-sell and up-sell and providing your organisation with the information it needs to put the customer at the heart of everything you do. Marketers are able to build real time journey based decisioning into all digital and personal channels to drive meaningful engagement in the manner and time most suited to your customers – whether they are end customers, agents or intermediaries. Part of the highly respected Hitachi Group, Hitachi Solutions provides IT strategy and solutions based on Microsoft Dynamics and other Microsoft technologies to some of the world’s largest organisations.With 200+ consultants in the UK and over 1000 globally, we are ideally placed to help insurance companies take advantage of the latest business solutions from Microsoft. www.hitachi.co.uk Session sponsors Communisis is an integrated marketing services company which improves communication between brands and their customers. We create engaging content and deliver it across multiple customer touch-points; in digital, broadcast and print channels. With headquarters in the UK and offices throughout EMEA, Communisis is one of Europe’s leading providers of customer communications for major brands across insurance, FS, Utilities and Retail. Communisis has over 200 years of industry experience in marketing, transactional and regulatory customer communications. Expanding and diversifying our skills in response to rapid industry changes, we’ve built a service platform of unique strength and depth to become a tier one player in our sector, employing around 2,200 experts throughout Europe and beyond. Communisis is creating a unique organisation that brings together marketing strategy, data and multi-channel production expertise to enable our clients to deliver a seamless customer experience across every touch point, throughout the lifecycle. We have a proven methodology of : Simplify, innovate, grow. We help to Simplify – processes and communications; Innovate - communications, processes, deliver across omnichannel. Grow - from efficiencies and effectiveness gained, in order to improve customer experience in a digital world. www.communisis.com We help insurers across the globe to understand how they can turn their data assets into competitive advantage. Our Master Data Management (MDM) solution enables you to create a single and trusted view of the customer across the enterprise which is a critical enabler for any CRM or customer centricity strategy. By creating this golden view of the customer you can transform your business by: improving service levels, prioritizing the retention of VIP customers, identifying cross-sell and upsell opportunities, driving new product development, streamlining claims management and integrating newly acquired businesses at pace. Our approach is centered on creating targeted outcomes for customers by translating MDM technology into industry specific use-cases. Recently recognized by independent IT analyst firm – The Information Difference – as having the‘happiest customers’in the customer MDM market, make VisionWare your partner of choice in unleashing the strategic and operational potential of your customer data insight. For more information: Email: enquiries@visionware.com Website: www.visionware.com/uk Our aim is simple – we help brands grow by communicating with their customers as individuals. We proudly know more about the UK population than anyone else, and provide incomparable intelligence for all marketing activity. As the UK’s largest independent data driven communications company, we combine data, knowledge and insight to create more valuable consumer relationships, and champion the need to communicate with customers in a way that enhances relationships, not destroys them! As with many things in life, it’s not what you’ve got, but what you do with it that counts. Our open, honest and transparent approach helps brands to build stronger, more robust relationships with their customers. Why? Because a consumer that wants to receive what you send them, is a responsive consumer. www.readgroup.co.uk Exhibitor Capita is one of the UK’s leading providers of services to the Insurance industry with solid expertise in claims management services to large scale back-office administration and outsourced communications. We help clients transform their customer experience by providing multi-channel communication solutions. We can receive and convert data into personalised communications and send them via traditional mail or digital channels (such as email, text or augmented reality) – leveraging existing and new touchpoints to enable organisations to engage with their customers in ways individuals choose. As a partner Capita delivers insight, innovation and clarity in helping you to engage with your customers. www.capita.com Book online today – first 30 places only £199 + VAT
- 8. Select your bookingoption & choose one of the 3 easy ways to register www.insurance-engagement.co.uk info@the-insurance-network.co.uk 020 7079 0270 On receipt of your registration we will send you an email confirmation. If you have opted to pay by credit card a member of our team will call you. Add the date to your diary. Closer to 27th September 2016 we will send through a map & directions to the venue. Practitioners (Actively working for an insurer, broker or loss/claims adjuster. No suppliers please*) First 30 places only £199 + VAT (standard rate £499 + VAT) Special rates: Member rate: FREE (annual membership £999 + VAT) *For sponsorship and exhibition opportunities call Phil Middleton on 020 7631 0034 or email phil@the-insurance-network.co.uk How to register... Registration terms and conditions By registering to this event you are entering into an agreement with Middleton Burgess Limited and bound by the terms and conditions of registration. Cancellation: If you are unable to attend this event for any reason and you wish to cancel your booking you must you must notify us in writing. Cancellations received on or before 26/08/2016 will be entitled to a 50% refund of the registration fee paid. Cancellations received after 26/08/2016 will not be refunded.You may transfer your place to a colleague at any time however they must be of a suitable seniority level. It may be necessary beyond the control of Middleton Burgess Limited to alter the content and timing of the programme or the location of any event. In the case of event cancellation by Middleton Burgess Limited, liability is limited to transfer this booking to a similar event to be held within the next 12 months. Should Middleton Burgess Limited be unable to provide a similar event a full refund will be applicable. If you are a supplier of services we will NOT be able to process your registration. The Insurance Network is administered by Middleton Burgess Limited, 1st Floor, Europoint, 5 - 11 Lavington Street, London, SE1 0NZ Company Number; 05250150 VAT registration number: 848636973 Booking options @ THE INSURANCE NETWORK FIRST 30 PLACES £199 + VAT Standard rate £499 + VAT