Day 1: April 29, 2024

Shannon McCormack, Program Director, Digital Insurance Summit 2024

In the rapidly evolving landscape of the digital insurance industry, the power of data-driven personalization is reshaping how insurers engage with their customers. Join this future-facing Keynote to gain a comprehensive understanding of the strategies, technologies, and ethical considerations driving the modern roadmap for data-driven personalization in the insurance industry. Uncover practical insights, a real-world case study, and an expert perspective that will empower you to harness the potential of personalization while staying true to the core values of customer-centricity and responsible data usage.

• Navigating Data Complexity
• Algorithmic Intelligence and Fairness
• Strategies for Data Privacy and Security
• From Insights to Engagement: Explore the journey from data insights to meaningful customer interactions.
• Overcoming Organizational Challenges: Understand the internal shifts necessary to embrace data-driven personalization.

Ketty Trivedi

Chief Marketing Officer
Prudential

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In an era where digital interactions have become imperative to customer engagement, the insurance industry stands at a crossroads of transformation. This dynamic panel session brings together 4 top execs to dissect the multifaceted landscape of customer interactions and chart a course for the future. Join us for an engaging keynote discussion that promises to illuminate the paths to successful digital transformation, customer-centricity, and sustained growth in the ever-evolving insurance landscape.

• What does a successful digital customer journey look like, and how can it be achieved?
• How can insurers balance personalization with ethical considerations in the digital age?
• What are the emerging technologies and trends that will reshape the future of insurance customer engagement?

Melanie Dallavalle

Managing Director, Customer Experience
KPMG

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Christopher Desautel

SVP & Chief Digital Officer
Berkshire Hathaway Homestate Companies

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Linda Goldstein

Chief Marketing Officer
CSAA Insurance Group

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Carly Levin

Chief Strategy Officer
Cover Whale

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Stephanie Smith

Head of Ops & Director of Strategic Design
Thrivent

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Executive, Form.io

Sponsored by: Form.io

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The transformative impact of generative artificial intelligence is revolutionizing the insurance industry. Advances happening at warp speed will disrupt all aspects of our business – from underwriting and product design to customer acquisition and engagement, along with the speed, accuracy, and quality of our individualized services. This inspiring keynote will cover novel approaches to leveraging AI to reach and acquire new prospects and provide added value to customers to drive unprecedented results, as demonstrated by research insights, initiatives, and pilots underway at Pumpkin. Attendees will leave with a more robust understanding of complex technical concepts (predictive vs. generative AI, Large Language Models (LLMs), etc.) and a vision for how this rapidly evolving technology can take companies to stratospheric success or leave dinosaurs in the dust.

• The Race to Intimacy: A Brief History of AI and How it’s Fundamentally Changing human-computer interaction
• Using AI to implement more innovative and personalized ways to acquire, retain, and delight Pumpkin’s customers
• How Pumpkin is using AI to improve claims efficiency and accuracy, reduce risk, and improve pet health outcomes

Alexandre Douzet

CEO
Pumpkin

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As consumer behaviors and technological advancements continue to be reshaped, the distribution of products and services is undergoing a seismic shift. This eye-opening keynote panel brings together a diverse group of industry thought leaders to dissect the rapid evolution of distribution strategies, the multifaceted dimensions of this transformation, and chart a visionary path for the future. You'll leave with a deeper understanding of the challenges, opportunities, and visionary directions that will shape the future of insurance distribution.

• What are the most effective ways to balance digital and traditional distribution channels?
• How can insurers adapt their distribution strategies to cater to the preferences of different generations and demographic segments?
• What role does technology, such as AI and IoT, play in shaping the future of insurance distribution?
• Disruption and Collaboration: Understand the impact of insurtech startups and new entrants on traditional distribution models.
• Regulatory and Ethical Considerations: Explore how insurers are navigating compliance requirements while embracing innovation and digital transformation

Christopher Frankland

CEO
InsurTech360

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Hunter Hoffman

Chief Marketing Officer
AmTrust Insurance

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Jeff Merkel

Co-founder
Ladder

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Amyn Rajan

Chief Strategy Officer
A-Max Auto Insurance

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After an insightful panel, it's your turn to contribute to the dialogue on the evolution of insurance distribution. In this 10-minute interactive session, we invite you to engage with fellow industry experts in small group discussions to share your thoughts, challenges, and ideas on effective strategies for balancing digital and traditional distribution channels.

Informal discussions with your peers moderated by industry solution providers. You choose the roundtable based on your interests and have actual conversations that produce actionable takeaways

Table 1: Revolutionizing Customer Engagement with Data-Driven Personalization

Personalized marketing strategies are revolutionizing the way we approach engagement. In this session, we’ll talk about how a 360-degree consumer view and data insights can help brands anticipate needs, curate offerings, and communicate with relevancy. 

• Hosted by: Jamie Nadolny, SVP, Insurance Practice Lead, Amsive 

Table 2: GenAI Unleashed: Pioneering New Frontiers in Insurance from Underwriting to Customer Care  

Generative AI has the potential to be a strategic asset that enhances decision-making in underwriting, streamlines the claims process for speed and accuracy, and helps redefine the customer and employee experience. In this discussion, learn Snowflake’s perspective on the GenAI revolution, how customers should be preparing to take advantage of the rapidly evolving capabilities, and the use cases in the insurance value chain. 

• Hosted by: Sully McConnell, Industry Principal, Insurance, Snowflake 

Table 3: Unlocking CX Success: Leveraging Channel Complexity for Competitive Advantage 

As the utilization of digital self-service options expands and the role of agents remains pivotal in the consumer buyer journey, the coordination of channels for an uninterrupted customer experience becomes increasingly complex. Join Melanie Russo, SVP at MarketBridge, and Carrie Donahue, CMO at Intelisent as they lead a discussion of the operational challenges, business risks and strategic solutions associated with integration of 1) Data, 2) Teams and 3) Technology 

• Hosted by Melanie Russo, Senior Vice President, Market Bridge and Carrie Donahue, Chief Marketing Officer, Intelisent

Sponsored by: Amsive

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Sponsored by: Snowflake

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Sponsored by: MarketBridge

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Jamie Nadolny

SVP, Insurance Practice Lead
Amsive

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Sully McConnell

Head of Insurance
Snowflake

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Melanie Russo

Senior Vice President
MarketBridge

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Carrie Donahue

Chief Marketing Officer
Intelisent

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As we learn more about AI every day, concerns remain among leaders in the complex insurance industry. How can we leverage AI to its highest potential while minimizing risk? In this session, John Spottiswood, COO of Jerry, the country’s leading automated insurance brokerage, explains how his small team successfully launched an AI-powered “super-chatbot” that within seven months of launch is responding to 96% of all customer inquiries in less than 15 seconds and escalating only 7% of those to human agent support. The secret was in building domain specific “sub-agents” to avoid hallucinations that would negatively impact customer experience and increase risk for the company. Session attendees will walk away with an actionable playbook for implementing effective and structurally sound AI-powered chatbots to provide amazing customer service.   

• Transforming customer experience, improving conversion, and reducing costs 
• Building a nimble team for quick and effective launch 
• Developing strong prompt writing and the power of iteration 
• Minimizing AI hallucinations in complex industries 

John Spottiswood

COO
Jerry

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In an ever-changing world of increasingly complex technical solutions, and customer expectations, it can be challenging to deliver seamless experiences. More robust tech creates amazing opportunities that solve real world problems, but it also challenges our ability to adapt, and remain connected across teams. Adopting an omnichannel approach is helping many companies bridge the gap between customer expectations and the behind-the-scenes reality of a complicated tech stack, but teams often find themselves struggling to bring it all together because functionally they’ve been split apart. While the constructs of “org” and “team” help us organize types of work by functional area to drive faster delivery/outputs – it doesn’t recognize the need for a holistic working model and can undermine efforts to be truly customer-centric. The reality is that our customer experiences are only as seamless as how seamlessly our teams can work together.  

This workshop will challenge your thinking and offer insights into tearing down silos to bolster your omnichannel transformation. You’ll walk away with the tools and mindset to drive meaningful change that lifts collaborative work above and beyond org and team constructs to connect humans across the aisle in service of our customers.

·       Learn strategies to foster a culture that cultivates empathy for each other – not just customers.

·       Target barriers to cross-functional collaboration and explore ways to break them down.

·       Identify advocates who think differently to empower them as agents of change in your journey to holistic work. 

·       Collaborate on ways to align cross-functional teams around an omnichannel way of working that is built on shared principles.

Kenbra Deere

Experience Lead- Design Thinking
State Farm

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