Digital Insurance Summit 2026
May 18 - 19, 2026
Westin Copley Place - Boston, MA
Day Two – July 16, 2019 DIGITAL CUSTOMER EXPERIENCE AND CUSTOMER LOYALTY: Retaining customers and building consistent customer loyalty through stellar CX
7:30 am - 8:35 am
Continental Breakfast & Registration
8:35 am - 8:45 am
Welcome Remarks & Ice Breaker
Victoria Spadaccini -
Program Director,
Digital Insurance Summit
8:45 am - 9:00 am
Chairperson’s Opening Address
Brock Kaye -
VP of Sales and Business Development,
Natural Intelligence
9:00 am - 9:20 am
Keynote: Insurance Doesn’t Have to Be Confusing for Your Customers
Tim Attia -
Chief Executive Officer & Co-Founder,
Slice
Insurance is filled with endless terminology and processes, which the majority of people outside the industry simply don’t understand. This creates unapproachability to insurance, ultimately leading to aggravation and low customer satisfaction. It’s time to empower people with the knowledge they need to make sound, confident insurance decisions, and an overall customer experience that leaves them smarter and happier than they were before.
•Breaking through the jargon to give customers clarity
•Making policies digestible, accessible, simple, and easy to read
•Developing pricing transparency to keep the customer informed
9:20 am - 9:40 am
Fireside Chat: Delivering Superior Experiences - Putting the Customer at the Center of Decision-Making
Rashmi Melgiri -
Co-Founder,
Coverwallet
From transportation and travel to accounting and shopping, consumers have come to expect frictionless experiences for everything they do. Commercial insurance has traditionally been complex, time-consuming, and opaque, and CoverWallet delivers an easy way for businesses to understand, buy, and manage insurance - all online and in minutes. Rashmi Melgiri, Co-Founder of CoverWallet, will go deep into how the insurance industry can deliver seamless experiences to customers by leveraging technology and having a customer-first approach.
9:40 am - 10:10 am
Talk Show Panel: It’s Like You’re Here With Me - The Incredible Advantage of Using IoT Sensors, Telematics, and Behavioral Policy Pricing
Megh Solanki -
Director of Innovation, Global Personal Insurance,
AIG
Philippe Lafreniere -
VP of Growth,
Slice Labs
Ian Sweeney -
General Manager of Mobility,
Trov
Astonishing. Personalized. Protective. These are words your customers will use to describe your insurance products and overall customer experience after you leverage smart technology that helps keep them safe, saves them money, and reacts to their lifestyle. Join our talk show style panel session to learn:
•The implications of smart technology that detect threats, vulnerabilities, and warning signs
•Using behavioral policy pricing to offer lower premiums that reward less risky behaviour
•Capitalizing on wearable technology and biometrics
•Applying telematics to the claims experience that provides real value and extends customer relationships
10:10 am - 10:20 am
Talk Show Panel Q&A: It’s Like You’re Here With Me - The Incredible Advantage of Using IoT Sensors, Telematics, and Behavioural Policy Pricing
10:20 am - 10:40 am
Keynote: Creating an Empathic Digital Community Within Insurance
Sue Hoffman -
AVP, CLA Customer Experience,
Colonial Life
At the core of insurance, the real service being provided is compassion. Customers rely on insurance providers to have their backs at all times, even when life goes wrong, which is where technology can come in. Human connection and technology can come together in extraordinary ways through insurance, ultimately helping people live their healthiest, happiest lives. You'll explore:
•Instilling a sense of safety and security through digital capabilities
•Providing around-the-clock support through AI and chatbots
•Cognitive computing to treat, diagnose, and prevent illness
•On-demand doctors
•Engaging with customers beyond the sale
•Ensuring strong customer adoption to new technologies
10:40 am - 11:30 am
Java Jolt! AM Networking Break
Energy levels activate! Get the Java Jolt you need in the Solutions Zone while networking with your peers.
This is your last chance to complete your DIS punchcard. The winner of the $100 AMEX gift card will be announced at the next networking break.
Track A:
Understanding User Behavior – Enhanced CX
11:30 am - 11:50 am Digital Policy Navigation - Putting Customers in Control of their Destinies
Julie Zimmer - Chief Operating Officer, EmbrokerThe most successful insurance companies reassure customers that they are getting the best policy with the top benefits and the lowest cost. While the standard approach is to meet with an agent, or reach for the phone to talk through it, digital tools can also be reliable partners in enabling the customer’s purchasing ability during their crucial moments of consideration. Together, you'll unpack:
•Best practices in combining insurance agents with digital capabilities
•On-demand tools
•Constructing a financial wellness experience rather than a transaction
•Aggregating and partnering with your broker and distributor network
11:50 am - 12:30 pm Panel Interactive: Developing New Products with a “Design-First” Approach to Customer Experience
Michael Konialian - VP and General Manager, Coverwallet Matt Wallaert - Chief Behavioral Officer, Clover Health Jessica Spaman - Best Practices Initiatives Manager, Foremost Insurance Tod Kiryazov - Head of Product, Insurify, Inc.Is every single touch point of your customer experience delivering on your brand's promise? Is it easy, intuitive, and enjoyable? How much thought are you putting into how your customers feel along the path to purchase? In this highly-interactive panel, digital customer experience experts share their experiences and what they've learned, and pose a challenge back to you to work together to build your own digital playbook of a "design-first" approach. You'll explore:
•Putting yourself in the shoes of today’s customer to find out what matters
•Conceptual, consumer-centric design thinking as a road to effective innovation
•Recognizing the emotional state of the end user
•Creating a product experience that pushes brand loyalty, regardless of how much you cost
Track B:
Driving Customer Loyalty
11:30 am - 11:50 am Driving Business Value without SPAM
Martina Hahn - VP of Product, The Zebra Jessica Scelzi - VP of Commercialization, The ZebraIn an age of data privacy, The Zebra has taken a hard stance on creating a marketplace that delivers on its value proposition and is built on consumer loyalty and trust. This session explores:
· The current flaws of the customer experience in the insurance industry
· How the Zebra moved away from spammy business practices (i.e. leads) and still had 3x revenue growth
· Why making this a priority is the best thing for your business and its customers
11:50 am - 12:30 pm Case Study Revolution: Challenging assumptions - How Clearcover Used Mental Models to Rethink Customer Engagement
Kyle Nakatsuji - Founder & CEO, ClearcoverWhat’s the secret behind lasting products? Join Kyle Nakatsuji, co-founder and CEO of Clearcover, and hear his experience building an enduring insurance product. Together you'll explore:
- How disruptive brands build, iterate, and deliver with a relentless focus on the customer
- How a strategic focus on mental models - before operations and technology - helped Clearcover gain perspective on the critical ‘why’ behind customer engagement
- Why mental models enabled a company to shake up an industry to build a new kind of insurance product that delivers extraordinary value with fewer touch points
12:30 pm - 1:30 pm
Lunch For All Attendees
12:30 pm - 1:30 pm
Private Acxiom Lunch
Clark Wooten -
Group Vice President - Insurance Svcs,
Acxiom
Karen Imbrogno -
Senior Insurance Industry Strategist,
Acxiom
Track A:
Insights from Insurers and Carriers; Understanding User Behavior – Enhanced CX
1:30 pm - 1:40 pm Track Chairperson’s Opening Address
1:40 pm - 2:00 pm Creating a Benefits Experience that Protects Customers’ Financial Wellness
Ketty Trivedi - VP of Strategic Marketing, PrudentialYou will uncover the specific financial behavioral challenges individuals face and how they assess their importance. We’ll learn about how to leverage segmentation, digital financial wellness education and enrollment, and engagement best practices.
•Assessing financial impact beyond protection
• The importance of digital financial education and the integration of wellness programs and financial wellness education. The role of education, advice and guidance leading to needs based solutions.
•A view into the customer journey defining the path from engagement to enrollment
•Best practices in engagement, evolving as life evolves.
•Utilizing qualitative and Quantitative behavioral data to enable engagement
2:00 pm - 2:10 pm Innovation Spotlight - Digital Rhapsody: In Concert with Your Customer
Hayden Jarboe - Senior Solutions Analyst/Track Lead, VitechThis session will explore Vitech’s V3 platform, an award-winning solution for insurance administration. V3 cuts through the noise to connect carriers directly to the customer, providing an edge in a crowded, competitive market. Join us backstage and see how V3’s digital engagement brings out the best admin performance. Topics include digital portal solutions, APIs, interfacing with other digital assets, and V3’s role in an overall integration strategy.
2:10 pm - 2:40 pm Creative Boardroom Measuring Customer Experience: KPIs That You May Be Missing And Need Now
Gerald Chiddick - VP of Marketing, AmerisureHow do you define a "world-class" customer experience? Do you know what you are measuring against? In this strategy and best practice discussion, two passionate leaders from Amerisure facilitate a smart, collaborative discussion with you around the nuances and opportunities around topics like:
•Net Promoter Score: discovering who your Promoters, Passives, and Detractors are
•Implementing Listening Metrics: understanding the voice of the customer
•Time To Respond: how issues have been escalated and handled
Track B:
Driving Customer Loyalty
1:30 pm - 1:40 pm Track Chairperson’s Opening Address
1:40 pm - 2:40 pm Digital Insurance Roundtables
Michelle Hillery - Corporate Vice President, Corporate Technology, Head of Architecture, Innovation, and Engineer, New York Life Ting Lin - Chief Strategy Officer, Cheche James Gregory - Underwriting Manager, Markel Corporation Ganesh Suryanarayana - AVP, Digital Product Owner, Chubb Tod Kiryazov - Head of Product, Insurify, Inc. Ritesh Koul - VP, Digital Insurance, Pyramid Consulting SolutionsRound Table #1: How do you incentivize people to do new things and not be afraid of failure? Michelle Hillery, Corporate Vice President, Corporate Technology, Head of Architecture, Innovation, and Engineer, New York Life
Round Table #2: How P&C Carriers Can Engage With Consumers At Every Touch Point on Their User Journey Ting Lin, Chief Strategy Officer, Cheche Technology
Round Table #3: Connecting with the Customer through a Mobile-First Mindset Tod Kiryazov, Head of Product, Insurify
Round Table #4: Trust your gut or trust the machine? When an age-old trade intersects with automation James Gregory, Underwriting Manager, Markel Corporation
Round Table #5: Measuring the Usability of Your Digital Products Ganesh Suryanarayana, AVP Digital Product Owner, Chubb
Round Table #6: How to Deliver the Digital Portal Experience to Increase Customer Satisfaction and Tap Into New Revenue Sources, Ritesh Koul, VP Digital Insurance, Pyramid Consulting Solutions
Michelle Hillery
Corporate Vice President, Corporate Technology, Head of Architecture, Innovation, and EngineerNew York Life
2:40 pm - 3:10 pm
Sugar Rush PM Networking Break
End the day with a Sweet Treat from the Solutions Zone!
Listen out for the winner of our DIS Punchcard Game during this break, it may be you!