Day 2: April 30, 2024

Shannon McCormack, Program Director, Digital Insurance Summit 2024

In an era where customer engagement spans multiple touchpoints, the insurance industry is challenged to deliver seamless and personalized experiences across diverse channels. This enlightening keynote will unveil the intersection of data-driven precision and customer-centric power, empowering you to orchestrate experiences that resonate, engage, and build lasting relationships in a digitally interconnected world. Be prepared to leave with actionable insights that will shape the future of your omni-channel engagement strategies.

• Explore how customers interact with insurers across various touchpoints and learn why delivering consistency and personalization is essential for driving satisfaction and loyalty.
• Learn how to harness customer insights, preferences, and behaviors to tailor interactions, anticipate needs, and deliver value across channels.
• Discover how predictive analytics enable insurers to offer the right content, products, and services at the right time, enhancing engagement and conversion rates.
• Understand how journey mapping can uncover pain points, identify opportunities for improvement, and guide the creation of frictionless experiences.
• Discover how to bridge the gap between digital and offline interactions, fostering a seamless transition that enhances customer satisfaction.

Linda Goldstein

Chief Marketing Officer
CSAA Insurance Group

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The intersection of artificial intelligence (AI) and customer engagement is reshaping the insurance industry. This keynote panel offers an unprecedented exploration of four distinct AI journeys within customer experience (CX). Through candid discussions of pitfalls, victories, and the uncharted territories they ventured into, top executives will provide invaluable insights into the transformative potential of AI in creating exceptional customer experiences. You're sure to be inspired by these journeys and leave with a profound understanding of the possibilities that lie ahead in the brave new world of AI-enabled customer engagement.

• Panelists will share the challenges they encountered while harnessing AI to analyze customer data, predict behavior, and drive personalized interactions.
• Explore how insurers navigated the complexities of developing conversational AI interfaces, addressing customer queries, and balancing automation with human touch.
• Panelists will share their experiences integrating AI to assess claims, reduce processing times, and enhance customer satisfaction.
• Hear about the challenges and solutions associated with transparency, explainability, and fairness in AI-driven customer experiences.

Dutt Kalluri

Chief Digital Officer
Celsior Technologies

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Cindy Szabo

Corporate Vice President, Digital Experience
New York Life Insurance Company

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Holly Kessinger

VP, Digital Experience
Humana

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At Tokio Marine HCC, we specialize in managing a diverse array of insurance products, each with unique regulatory requirements for handling sensitive data. Learn more about how Tokio Marine HCC automates the scanning and identification of privacy-protected data from across various datasets, delivering high scanning accuracy and operational efficiency while ensuring regulatory compliance. 

Josh Adams

VP, Data Engineering
Tokio Marine HCC

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Sully McConnell

Head of Insurance
Snowflake

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The claims process remains a critical touchpoint that shapes customer satisfaction and loyalty – and this illuminating discussion will explore how technology, innovation, and customer-centricity are converging to transform the claims journey into a seamless, efficient, and empathetic interaction. Engage with industry experts as they share their visions for a claims journey that is efficient, empathetic, and in tune with the evolving needs of customers. You'll leave with a deeper understanding of the opportunities and strategies that will drive the future of claims in the insurance industry.

• Explore how emerging technologies, such as artificial intelligence, machine learning, and automation, are revolutionizing claims processing.
• Delve into strategies for enhancing customer engagement during the claims process.
• Explore how insurers are integrating data from various sources to create a unified view of claims, enabling faster and more accurate assessments.
• Learn how insurers are infusing human touch into automated processes, training their teams to provide empathetic support, and using emotional AI to gauge customer sentiment.
• Discuss the balance between human expertise and automation, and how insurers are upskilling their teams to align with the changing landscape.

Alissa Ristic

Managing Director, Digital Insurance
KPMG

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Cindy Szabo

Corporate Vice President, Digital Experience
New York Life Insurance Company

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Angelica White

Director of Innovation
USAA

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Morgan Smith

COO
Coterie Insurance

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The insurance industry is poised to harness the transformative capabilities of generative artificial intelligence and revolutionize customer acquisition strategies. This insightful keynote unveils a groundbreaking approach to customer engagement that leverages the creative potential of AI for unprecedented results. You'll leave with a deeper understanding of how generative AI can propel your customer acquisition efforts into new dimensions of success. 

• The Rise of Generative AI: Discover how this technology has the capacity to generate personalized content, product recommendations, and even simulate real-world scenarios to engage customers in entirely new ways. 
• Personalization at Scale:  Learn how AI-generated content can be tailored to individual customer preferences, driving customer engagement and loyalty. 
• Innovative Customer Acquisition: From creating hyper-targeted marketing campaigns to generating interactive experiences, learn how AI-driven approaches are attracting and converting customers in innovative ways. 
• Ethical Considerations and Trust: Understand how to strike a balance between automation and human touch, fostering trust and transparency in customer interactions. 
• Navigating Implementation Challenges: Discover strategies for overcoming technical hurdles and aligning AI initiatives with business goals. 

Lena Chukhno

Chief Revenue Officer
Bestow

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Step into the diverse world of insurance perspectives as we bring together a panel of consumers representing distinct generations—Gen Z, Millennial, Gen X, and Baby Boomer. In this engaging focus group, we'll delve into the intricacies of how multi-generational consumers view and navigate the insurance landscape.

Christopher Frankland

CEO
InsurTech360

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1. Creating a Test & Learn Culture - Hosted by: Stephanie Smith, Head of Ops & Director of Strategic Design, Thrivent
2. Preparing for the Future of Claims - Hosted by: Michael Fortuna, Director of Application Engineering, Amerisure
3. Personal Branding - Hosted by: Angelica White, Director of Innovation, USAA
4. Forming Strategic Partnerships to Provide Frictionless Experiences - Hosted by: Sarah Dignardi, Senior Manager, Digital Experience, Selective Insurance
5. Revolutionizing Customer Engagement with Data-Driven Personalization - Hosted by: Judy Gern, Director of Marketing Operations, Berkshire Hathaway Specialty Insurance

Stephanie Smith

Head of Ops & Director of Strategic Design
Thrivent

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Michael Fortuna

Director, Application Engineering
Amerisure

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Angelica White

Director of Innovation
USAA

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Sarah Dignardi

Senior Manager- Digital Experience
Selective Insurance

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Judy Gern

Director, Marketing Operations
Berkshire Hathaway Specialty Insurance

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In the dynamic and competitive landscape of the insurance industry, innovation and transformation are essential for staying ahead. This in-depth discussion offers a dive into strategies, tactics, and insights that will empower you to navigate the complex terrain of organizational change and drive the adoption of forward-thinking initiatives. Immerse yourself in a thought-provoking session that promises to unveil the secrets to effectively championing your transformational ideas, winning over decision makers, and driving change that propels your organization forward. You'll leave with actionable insights that will empower you to take your visionary initiatives from the edge to the center of your organization's strategic agenda.

• Learn how to identify and address resistance and discover strategies for mitigating risk concerns that often accompany change.
• Crafting Compelling Business Cases: Understand how to structure and present your ideas in a way that resonates with key stakeholders.
• Learn how to identify change agents, tailor your message to their priorities, and leverage their support to amplify your idea.
• Leveraging Data and Insights: Understand how to use market trends, competitive analysis, and customer insights to substantiate your proposals and build a compelling case.
• Delve into the art of effective communication when presenting your ideas to decision makers. 

Jim Wilhelm

Account Executive
Balto

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Max Malloy

AVP, Enterprise Digital Experience
ProAssurance

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Nick Brown

Head of Benefits Technology Strategy
Guardian Life

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Chris Knight

Director, Marketing Strategy & Development
AmeriLife

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Sarah Dignardi

Senior Manager- Digital Experience
Selective Insurance

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Consumer-driven healthcare has been a topic of much discussion, often accompanied by the notion of its complexity. However, these discussions have largely remained theoretical until now. The key differentiator lies in aligning incentives for consumers, providers, employers, and payers. Sidecar Health has taken consumer-driven healthcare from theory to practice with an approach that is actively being employed within our company, serving employees in more than 30 states, and is ripe for expansion.   

One of the significant advantages of this approach is its ability to control costs. By aligning the incentives of all stakeholders, including consumers, providers, employers, and payers, we create a system that promotes cost-conscious decision-making, transparency, and competition based on value. This leads to more informed choices, reduced unnecessary expenses, and overall cost savings. The future of healthcare is now within reach. Consumer-driven healthcare is a tangible and actionable solution that is ready to be scaled and embraced. 

Meghann Seidner

VP, Marketing
Sidecar Health

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Join us as we navigate the future of risk, value, and the business-to-consumer relationship, to advance the value of insurance for our customers. Discover how design – applied to top-level business strategy down to individual interactions – can capture the incredible potential of insurance products and services to support an increasingly vulnerable society. 

• Identify unique opportunities to apply design to deliver business value and help people – customers, employees, agents, and others – live better lives. 
• Understand the difference between design and design thinking and acquire actionable strategies to leverage both to build a strong culture of innovation.  
• Learn how to enable and scale design operations, addressing the specific challenges associated with low-design maturity in the insurance industry. 

Ryann Foelker

Strategy Design Director
American Family Insurance

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