Digital Insurance Connect 2024
August 26 - 28, 2024
Rancho Bernardo Inn, San Diego CA
Day Three WEDENSDAY AUGUST 28, 2024
CREATING FUTURE-READY INSURANCE LEADERS + ORGANIZATIONS
8:00 am - 8:40 am
BREAKFAST FOR ALL ATTENDEES
8:40 am - 8:45 am
DAY THREE OPENING REMARKS
Randi Greenberg, Digital Insurance Connect, Program Director
8:45 am - 8:55 am
CHAIRPERSON’S REMARKS
8:55 am - 9:15 am
KEYNOTE: How to Pitch the Industry: Using Better Language + Techniques to Lure Next-Gen into Insurance
Denise Campbell -
SVP,
Marsh
We’re headed towards an extremely large void in the insurance workforce with more than 400,000 available positions forecasted. With a large swath of seasoned professionals now retired and 50% of the current workforce set to retiree in the next 15 years, it’s time to think about your workforce. As the workforce evolves and becomes digital-first, insurance companies have to be clever in their methodology to attract Gen Z + Gen Alpha.
- Discovering the right way to talk about the industry to attract prospective, next-gen employees
- Addressing the desirability of your organization to current employees
- Exploring how leaders can cultivate culture and build an inclusive organization
9:15 am - 9:35 am
CASE STUDY: Appealing To Today’s Customer: The Right Approach To Build Loyalty Digitally
Every business needs to create an engaging customer experience to build loyalty and stay ahead of their competitors. Unlocking the power of technology (and great service) gives customers the experience they expect, but it can also create unexpected moments along the customer journey that stands out and help to keep them loyal, long-term. This session gives real world examples of how to tap into building long-lasting relationships with your policy holders.
- Designing a digital loyalty program strategy focused around innovation
- Developing personalized rewards from customer interactions via digital touchpoints
- Adapting behavioral loyalty that is timely, trusted and available across all channels
- Selecting the best delivery method for your customer
It’s our last chance to refuel and prepare for the rest of the incredible content of Digital Insurance Connect 2024.
ESG is one of the hottest topic areas insurance companies are reporting on today. Environmental, Social and Corporate Governance is not just about policy, but it is also about the data and metrics. With the rise of AI, NLP and our reliance on data sources, it’s a shared responsibility to build processes that capture and report ESG data, effectively and efficiently, so all will benefit.
Let’s discuss key topics to truly grasp how to be ethical in this digital age.
- Identifying the interest of the customers and societal needs to learn how to do the “right thing”
- Considering the downstream effects of the decisions made about data
- Better understanding the impacts and risks
- Taking appropriate actions to mitigate and improve your organizations to do better for your customers
11:15 am - 11:45 am
PANEL DISCUSSION: Breaking Down Silos: Less Red Tape for Better Customer Service
Anna Roberts -
Head of Digital Strategy and Offerings,
Guardian Life
Shannon Driscoll -
Customer Experience Owner,
Assurant
Simply put: It’s impossible to improve on a process unless you know exactly what needs to be improved upon, and what hurdles are in your way. Different departments, different software, differing data sets all can lead to gaps in workflows, long waits for answers and unhappy customers. It’s imperative to understand all the differing functions amongst your internal departments and bring these functions all together for a single source of truth. Today’s panelists discuss the actions they are taking within their organizations to help eliminate silos and streamline processes and systems.
- Identifying existing silos and the organizational impacts they have
- Utilizing technology to facilitate communication and collaboration across departments and teams to help remove those barriers
- Flattening organizational structures to promote a culture of collaboration and transparency
- Empowering employees at all levels to take ownership of customer service and experience,
- Establishing KPIs and metrics to measure the effectiveness of your efforts
Moving towards digital transformation in the industry has been primarily focused on improving customer service and providing them with an efficient and easy experience. As a younger, more digital-first generation looks to obtain insurance, it’s imperative to be responsive and ready to adapt to their changing needs. But who is this ‘customer of the future?’ This session provides an opportunity to:
- Discussing major future shifts in your customer base
- Defining and growing new customer segments
- Messaging that will attract, retain and interest this digital-first audience
