Andrea Collins

Insurance is no longer judged only against other carriers—it’s compared to the seamless, curated experiences people receive from retailers, streaming platforms, and digital-first brands. As expectations evolve, insurers face both opportunity and responsibility: how to deliver tailored products, clear communication, and meaningful choice without crossing the line on data privacy. This panel will explore the innovations reshaping personalization in insurance, from product design and underwriting to customer engagement and service delivery. Panelists will examine the balance between enabling informed decision-making for policyholders and equipping agents and brokers with the tools they need to guide those conversations. Attendees will gain insight into:

• How personalization is influencing product offerings, pricing, and customer relationships
• The tension between personalization and privacy—and how regulation is shaping the conversation
• Practical ways to simplify complex choices so that customers feel empowered, not overwhelmed
• The role of agents and brokers in bridging technology-driven insights with human guidance

Insurance organizations are discovering that the future of engagement isn’t about channels—it’s about journeys. Policyholders no longer think in terms of apps, call centers, or branch visits; they expect interactions to feel seamless, natural, and connected, wherever they begin or continue. For carriers, brokers, and agents, this shift demands a reimagining of engagement that makes the channel invisible and the experience effortless. This panel will explore how leading insurers are embracing no-channel engagement to transform customer interactions. Attendees will learn how to design experiences that flow across digital, human, and hybrid touchpoints without forcing customers into predefined channels. The session will also cover the organizational and cultural shifts needed to make channel-less engagement possible, including breaking down silos, integrating data in real time, and empowering teams with the right tools and insights. Attendees will leave with practical strategies to deliver truly frictionless, journey-centered experiences and stronger customer relationships. You will learn how to:

• Design interactions that make the channel invisible and intuitive
• Use data and technology to anticipate customer needs across touchpoints
• Reduce friction while preserving human connection and trust
• Align teams and processes to support a continuous, journey-first approach
• Build loyalty by creating effortless, personalized experiences