• Stakeholders – from employees and customers, to investors and regulators – are expecting different behaviours. Explore how a responsible business strategy can drive credibility and positively impact your organization’s performance
• Embrace values that enhance brand reputation, build trust and loyalty from customers and employees
• Better insurance: explore the extent to which diversity, inclusion and net zero targets are being integrated across insurance organizations

• Ensure diversity and inclusion are at the centre of your business, enabling your organization to better meet the needs of your diverse customer base
• Reflect on progress and lessons learned from 2020, address strategy pitfalls now to ensure you are built for success in the future
• Ensure your diversity strategy goes beyond talent acquisition and build a toolkit for management to ensure an inclusive succession plan

• Digital transformation, artificial intelligence and automation are driving efficiency, saving time and money, but also bringing anxiety and uncertainty for employees. Create an employee-led approach to innovation and determine the skillset you will need to succeed
• Create a successful upskilling programme that goes beyond developing job-related skills and anticipate the right skills for the future. Lay a cultural foundation that embraces learning and development and makes use of the right education technology to deliver a vastly better return on upskilling investment

• COVID-19 pandemic has reemphasized the need for mortality protection and now it is the time to rethink products and distribution to renew the industry’s growth and profitability
• From personalized customer experience to flexible products that are suitable for a challenging regulatory landscape, discover how to build your roadmap for driving growth
• While human-to-human interaction will remain key to distribute life insurance, discover the new role of agents and how digital can accelerate growth and improve profitability

• Digital adoption is no longer a function of age – customers want streamlined digital experiences. Discover how brokers and agents can evolve in a digital-forward market where insurers distribute their products and services across user-friendly digital platforms
• Provide clear communication and seamless technology compatibility with your distribution partners to ensure you simplify processes and maximize sales
• Deliver what your consumers want with little friction, providing consistent service to earn your partners’ trust and business

• Reimagine distribution for a digitally driven world by building a strategy that integrate customers, sales force, and enablers (such as investment in data and digital tools) to deliver resilience and growth
• Get ready to move toward self-service: update products and services for the digital world and enable your salesforce to provide options in every different channel

• Discover how you can differentiate in a saturated, digital marketplace to reach new customers
• Learn how to target millennials: drive growth by tapping into Canada’s largest pool of customers with products fit for purpose

• Discover the digital tools that are providing a foundation for innovation and drive cross-company collaboration. Leverage knowledge across the enterprise with online, seamless, integrated and intuitive collaboration tools that enhance your employees’ ability to work together
• Ensure the right information reaches the right audience and improve employee engagement by enabling people to create their own content, rather than simply consuming existing content

• Apply advanced analytics and automate existing operations to change the nature of product pricing and underwriting in the future, deliver with speed
• Predict how the tech evolution and advanced risk modelling with machine learning could disrupt traditional risk, underwriting and actuarial processes to modernize now and get ahead of your competition
• Get the human-tech balance right, leverage new technologies whilst understanding the fundamental role played by people

• Discover how embedding consumers into your organization’s workflows can result in better outcomes for customers and your claims and underwriting teams
• Learn the strategies for success in a digital era, as customer demand for digital continues to skyrocket across all demographics

• Explore the critical role played by tech in the new insurance landscape and what are the changes that will have the biggest impact on customer experience and profitability
• Uncover the strategies that can be leveraged by your organization to most effectively adopt and use everything from AI to Drones to IoT

• What is holding insurance back from capturing the competitive opportunity that Open Insurance offers?
• What investments and partnerships are required?
• What can insurers learn from banks about open insurance?

Digital engagement is becoming the new normal, but it can inhibit the individual connection that is foundational to building long-term customer relationships. How can carriers strike the right balance of personal and non-personal engagement?

Carriers have more channels, more content, more data, more stakeholders, and more external pressures than ever. In this workshop we will cover how to layer human insights over big data. Whilst machines can’t be empathetic, how carriers use AI to make work better, and help their teams turn artificial intelligence into a genuine human ally, capable of augmenting rather than downgrading each experience

Covid-19 was the low-probability, high-risk event that many companies and business leaders were not prepared to handle. Focused on daily navigation of the crisis, few business leaders have considered preparation for the next global crisis. Join this workshop to explore how agility in the face of unpredictable risk is key to building a resilient organization. Determine the key building blocks to plan for and manage a crisis such as the COVID-19 pandemic. Analyze real-time opportunities in the new normal that can help accelerate business growth

Understanding customers is the key to unlock growth and profitability. Great customer care involves getting to know your customers so well that you can anticipate their needs and exceed their expectations.

To understand your customers well, you need to be attentive to them whenever you are in contact with them. The potential rewards are great: increased customer loyalty and new business growth. This workshop is aimed at senior insurance executives who are driving the growth strategy and want to identify the critical steps to ensure your customer is at the center of your growth plan.

• Through this time of rapid change and extreme uncertainty, both customers and the claims workforce need more support and care than ever before
• How can insurers deliver the optimal experience for both employees and customers through a time of unprecedented change?

• Select an approach to move forward: customers’ expectations continue to rise, claims become a key competitive advantage for both proving customer value and controlling bottom line
• Discover how to exceed on operational efficiency and enable core transformation, which in turn frees up investment capital and enables the agility needed to innovate

• The way leaders respond to a crisis is really a make or break leadership moment. From remote working and social distancing to virtual claims handling, how carriers are navigating through these challenges to support customers in their time of need?
• With reduced claims volumes, how carriers are using this opportunity to rethink training and upskilling for their teams

• What is the current state of women and minorities in insurance and the imperative to innovate and attract young, diverse talent to the industry?
• Explore how to keep the industry relevant and competitive in the new age, as insurance becomes even more customer-centric, digital and agile

• With so many demonstrating financial difficulties, explore how carriers can improve customer experience using digital channels such as mobile wallets
• Provide a personalized, efficient and speedy claim experience at every step, from FNOL to payment

• Both Customer and employee safety are more important than ever, making touchless claims the most urgent aim for claims organizations over the next couple of years
• How far away is the industry from achieving touchless? And are we getting there fast enough for our customer’s needs?

• From chatbots to virtual claims processing, explore the different ways to use AI to improve customer experience and reduce costs
• Understand your claims cycle and the potential to optimize processes and discuss how will this impact your workforce

• As the future of work and workplace transforms are there new business efficiencies that carriers can leverage?
• Discover the true value of the cloud in breaking down siloes to enable efficient information sharing across your organization defined by speed, innovation and optimal resource use
• Secure alliances to capitalize on many of the opportunities the digital disruption is creating, including cost-efficient and personalized customer experience at scale

• Discover how the touchless claims experience will transform the day-to-day experiences of your claims staff
• Explore how you can support your claims staff alongside your customers through a new era for claims

• Now more than ever, consumers are moving digital with speed and convenience being invaluable as everyone shifts to a new way of life. What does that mean for the insurance claims experience?
• Customers are no longer accepting legacy methods. What are the quick wins to improve customer experience today?

• Carriers must transform to be competitive and adapt in a digitally connected world, becoming more agile, less risk averse, and more resilient
• Data is the new gold and can drive significant efficiencies and enhanced decision making, especially in claim processes

• Customers are demanding seamless and real-time claims experience. There is an opportunity to gain a competitive advantage as technology leads digital adoption for both carriers and customers
• Explore current movements, technological advancements and how to build the best digital strategy for future positioning

• The two foundations of customer loyalty, trust and confidence, are being put to the test. Make no mistakes, only those able to pass this test will survive in a post-pandemic world
• This global crisis is truly about customer moments that matter. By putting your customers’ interests first, this can be a time for your company’s brand to lead
• Which strategies and changes should carriers implement today to build a competitive advantage based on trust, transparency and long-lasting loyalty?

• Empower both claims and fraud teams by working together
• Create hyper-efficient workflows with claims triage to keep loyal customers satisfied
• What will the future of the relationship between claims and fraud be like?

• How insurers respond to customers and societies in need of an anchor in this moment that matters will dictate public perception for many years to come. What are the attributes that allow insurers to deliver on their purpose?
• Understand the risks and the implications around the current litigation scenarios