Christopher Frankland

Retention is corporate-speak, but relationships are personal. With predictive insights, insurers can help customers feel valued by proactively recommending policy adjustments, reaching out ahead of renewals to reduce churn, and ultimately strengthen their role as proactive, customer-centric providers. By leveraging predictive data effectively, insurers can reinforce customer trust and set themselves apart as leaders in customer experience. This session will teach you how to:

• Ensure data accuracy and privacy
• Integrate predictive analytics with your legacy systems and/or fragmented data structures

This panel will explore how the integration of AI, automation, and predictive analytics is reducing errors and costs in claims resolution. Attendees will learn how insurers are leveraging natural language processing to analyze claims data and detect fraud in real-time. The session will highlight the use of omnichannel approaches and AI-driven chatbots to enhance customer experiences, ensuring empathy and transparency throughout the claims journey. Discover how to:

• Streamline processes to improve accuracy
• Handle complex, high-value scenarios through automation
• Build a competitive advantage while maintaining trust and satisfaction among policyholders

Consolidating fragmented data to enhance customer insights and operational efficiency is a critical challenge that this workshop will help you overcome. Participants will explore strategies to integrate data from multiple sources, including legacy systems, digital channels, and third-party providers, into a single cohesive framework. Together, workshop participants will develop hands-on, practical approaches to overcoming common obstacles, such as data silos, inconsistencies, and compliance concerns, while leveraging modern technologies like AI and predictive analytics. Attendees will engage in discussions on the benefits of a unified customer view, including improved personalization, faster response times, and enhanced decision-making.

With a nearly endless supply of new technologies available to enhance customer journeys, it can be difficult to develop the right strategy to hit on the best capabilities at the smallest cost. Moreover, with such an overabundance of tools, it can be too easy to lose the forest from the trees. Join this panel to uncover the industry-leading holistic digital marketing strategies in today’s rapidly evolving tech landscape. Explore how to navigate challenges such as digital overload and customer segmentation to maximize engagement and conversion. Panelists will discuss innovative approaches, from hyper-personalized messaging to integrating traditional and digital marketing channels for cohesive branding. Gain practical tips on balancing acquisition with retention efforts while maintaining authenticity and trust in your messaging and leave inspired with actionable strategies to elevate your digital marketing to meet the expectations of the modern insurance customer.

Join this candid panel discussion as industry leaders share lessons learned from digital customer experience (CX) failures and the strategies they used to recover. Explore real-world scenarios where misaligned digital tools, siloed data, and unmet customer expectations led to setbacks and frustration. Panelists will delve into how to identify the root causes of CX breakdowns and leverage these insights to build more resilient and customer-centric solutions. Gain valuable knowledge on the importance of proactive communication, transparency, and adaptability in turning failures into opportunities for growth. Learn how to implement fail-safes and agility in your CX strategies to maintain trust and loyalty during challenging times.