CX Insurance Exchange - Day 2

CX Insurance Exchange - Day 1

Pre-CX BFSI Exchange Networking Evening CX BFSI Exchange - Day 1 CX BFSI Exchange - Day 2 Pre-CX Insurance Exchange Networking Evening CX Insurance Exchange - Day 1 CX Insurance Exchange - Day 2

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7:30 am - 8:20 am Registration, Breakfast & Morning Coffee

8:20 am - 8:30 am Chairperson's Opening Address

Chris Roblee - Principal Consultant, Delete the Zero & Previously, Chief Digital Officer, Great American Insurance Group

Chair's opening remarks and introduction

Chris Roblee

Principal Consultant, Delete the Zero & Previously, Chief Digital Officer
Great American Insurance Group

See Bio

8:30 am - 9:00 am Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?

Jason Greenwood - Chief Marketing & Strategy Officer, Delta Dental of Arizona
Lance Ondrej - Senior Executive Vice President & Chief Operating Officer, Germania Insurance
Dave Chmiel - Senior Vice President, North America Director of Claims, Hub International
Chris Roblee - Principal Consultant, Delete the Zero & Previously, Chief Digital Officer, Great American Insurance Group

This panel examines the tension between cost control, compliance and customer care and asks whether current operating models are structurally misaligned with trust based experiences in claims.

• Debating whether insurance leadership are optimizing journeys for regulators or customers

• Assessing the risks of both adopting and not adopting AI

• Understanding the long term risk of cost first CX decisions

• Exploring how leaders are rebalancing efficiency with empathy

Jason Greenwood

Chief Marketing & Strategy Officer
Delta Dental of Arizona

See Bio

Lance Ondrej

Senior Executive Vice President & Chief Operating Officer
Germania Insurance

See Bio

Dave Chmiel

Senior Vice President, North America Director of Claims
Hub International

See Bio

Chris Roblee

Principal Consultant, Delete the Zero & Previously, Chief Digital Officer
Great American Insurance Group

See Bio

9:00 am - 9:30 am Event Partner Presentation: Using Technology to Transfer Knowledge

This keynote explores how insurers are using internal tools and knowledge technologies to capture, distribute and sustain institutional knowledge cross-departmentally to enable seamless & omnichannel experience capabilities:

• Reducing reliance on tribal knowledge without deskilling teams

• Supporting faster onboarding in knowledge-heavy insurance roles

• Empowering less-experienced agents to handle complex queries with confidence

9:30 am - 9:55 am Expert Keynote Presentation: Designing Trust-Building Experiences for a Digital-First Generation

Chris Roblee - Principal Consultant, Delete the Zero & Previously, Chief Digital Officer, Great American Insurance Group

As customer expectations rapidly evolve, insurers are facing growing pressure to deliver intuitive, digital-first experiences that feel seamless from the very first interaction. As forward-thinking institutions redefine how they attract and retain the next generation of customers, this session will explore the practical challenges, opportunities and customer-centric strategies shaping the future of digital insurance experiences.

• Discover how insurers are evolving loyalty-driven CX strategies to drive digital growth and acquisition.

• Explore how AI-powered search, web-based personalization & self-serve journeys are transforming experiences for younger customer generations.

• Understand the expectations, behaviors and digital preferences of next generation customers, and explore how insurers can design seamless & secure experiences that build trust & loyalty long term.

Chris Roblee

Principal Consultant, Delete the Zero & Previously, Chief Digital Officer
Great American Insurance Group

See Bio

10:00 am - 10:30 am One-to-One Business Meetings

10:35 am - 11:05 am One-to-One Business Meetings

11:10 am - 11:40 am One-to-One Business Meetings

10:00 am - 10:30 am Think-Tank Discussion: Trust, KPIs & the Healthcare Experience Gap

Jason Greenwood - Chief Marketing & Strategy Officer, Delta Dental of Arizona

This think tank explores the disconnect in healthcare between strong trust in healthcare insurers and the lived patient experience, particularly in high stakes moments of care and claims.

• Exploring the gap between high institutional trust in healthcare insurers and lower experiential trust when patients need support

• Examining where the disconnect sits: claims handling, communication, or care navigation? Does experience perceived relate to the insurer or with partners?

• Considering whether healthcare insurers are addressing this gap and how?

• Redefining success beyond operational metrics toward resolution, clarity and patient experience

Jason Greenwood

Chief Marketing & Strategy Officer
Delta Dental of Arizona

See Bio

10:35 am - 11:05 am Think Tank Discussion: Building Always-On Readiness in Insurance

Trust is built in the moments that matter most. In the face of growing operational complexity, fraud threats, regulatory pressure and rising customer expectations, insurers must be ready to respond quickly, confidently & at scale.

This discussion will explore how insurers are strengthening resilience across compliance, fraud and risk through smarter operating models, automation and improved cross-functional coordination. Join to be part of a conversation exploring:

• Where operational blind spots still exist across key operational areas

• The challenge of balancing automation and AI with human oversight and governance

• What operational resilience at scale looks like in practice during disruption and high-pressure moments

• How insurers are moving from reactive issue management to more proactive and predictive risk strategies

Join us as we explore how leading insurers are building always-on operations that deliver greater agility and resilience to be there for customers when they need them.

11:10 am - 11:40 am Think Tank Discussion: How Do We Scale AI Innovation Responsibly?

Maria Kokiasmenos - Vice President, Associate General Counsel, Data Science & Emerging Tech, The Hartford

As AI adoption accelerates, organizations risk falling behind, missing efficiency gains, weaker customer experiences and slower decision-making…if they fail to act. This session explores how to seize the opportunity AI presents,

implementing it responsibly to unlock innovation while meeting current & upcoming regulatory expectations and ethical expectations. We'll address:

• Navigating current and emerging AI regulations while building robust internal governance frameworks

• Embedding responsibility into AI innovation, from data sourcing to model deployment and monitoring

• Looking to the future: Assessing when AI could inform vs. make decisions

Maria Kokiasmenos

Vice President, Associate General Counsel, Data Science & Emerging Tech
The Hartford

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11:45 am - 12:10 pm Expert Keynote Presentation: Redesigning Care Around Customers, Not Contracts

Nick Stefanizzi - Chief Executive Officer, Northwell Direct

Better customer experiences and lower costs don't have to compete when organizations redesign journeys and operations around shared outcomes. Drawing on the implementation of direct care models across 28 hospitals and more than 1,000 outpatient sites, Nick Stefanizzi explores how employers, unions, brokers and providers aligned around shared outcomes through proactive engagement, predictive intelligence and transparent measurement. Discover the change management required to coordinate experiences across complex ecosystems while improving customer outcomes and operational economics, with lessons that extend across the insurer landscape.

• Understand how to align multiple stakeholders around shared customer and business outcomes.

• Explore how proactive engagement and coordinated operating models reduce friction while improving economics.

• Learn practical approaches to measuring experience and value across complex partner ecosystems.

Nick Stefanizzi

Chief Executive Officer
Northwell Direct

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11:45 am - 12:10 pm Event Partner Presentation: Communication Management Technology: Turning Documents into Experiences

Insurance communications remain legally accurate but operationally confusing for customers. Leaders consistently highlighted frustration caused by dense letters, unclear explanations and delayed communications. This session focuses on how insurers can modernize customer communication management to improve clarity, timeliness and comprehension.

• Redesigning policy, claims and billing communications for real human understanding

• Using CCM platforms to personalize content at scale

• Reducing inbound service demand through clearer outbound communication

12:45 pm - 1:15 pm One-to-One Business Meetings

12:45 pm - 1:15 pm Think Tank Discussion: Intentional AI & Moving from Cost Avoidance to Experience Acceleration

Brad Harris - Senior Vice President, Head of Digital Innovation, OneGroup

As AI adoption accelerates, insurers face a pivotal choice: deploy technology to deflect customers or to genuinely serve them better. This session examines how leaders are using AI to reduce friction, speed resolution and support, not replace human expertise.

• Redesigning AI deployment around resolution speed and emotional context

• Avoiding the trust and brand erosion caused by poorly placed automation

• Real examples of AI shrinking claims cycles and service delays without removing empathy.

Brad Harris

Senior Vice President, Head of Digital Innovation
OneGroup

See Bio

12:45 pm - 1:30 pm Networking Lunch Break

2:00 pm - 2:30 pm One-to-One Business Meetings

2:00 pm - 2:30 pm Think Tank Discussion: Governing Customer Service Experience Across Third Party Providers

Outsourced customer service often delivers inconsistent experiences that customers don't differentiate from the insurer.

This think tank explores how leaders are managing CX across BPOs and partners.

• Establishing governance models that align vendors to CX outcomes

• Creating shared service standards without over engineering

• Measuring partner performance beyond volume and handle time

2:00 pm - 2:25 pm Expert Keynote Presentation: Designing Experiences for a Multi- Generational, Multi-Expectation Internal & External Customer Base

Carey Bond - Head of Claims, Americas, Lloyds

Many of the most frustrating insurance experiences aren't caused by decisions but by what customers aren't told, or are told inconsistently or are complex to comprehend. This session examines how communication breakdowns across channels, teams and partners undermine confidence and increase avoidable service demand.

• Identifying critical communication gaps across claims, service and digital journeys

• Improving continuity between digital updates, written communications and human interactions

• Reducing re‑explanation and repeated contact caused by poor internal alignment

Carey Bond

Head of Claims, Americas
Lloyds

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2:30 pm - 3:30 pm Interactive Roundtable Sessions

Join a roundtable for a deep dive into topics and themes deserving of discussion:

2:30 pm - 3:30 pm Roundtable 1 - Explaining Coverage Without Legalese: What Has Actually Worked

2:30 pm - 3:30 pm Roundtable 2 - Managing CX During Catastrophic Events & Surge Claims (P&C)

2:30 pm - 3:30 pm Roundtable 3 - Serving Senior vs Digital‑Native Customers Without Splitting the Operating Model

3:55 pm - 4:00 pm Chairs’ Closing Remarks

Chris Roblee - Principal Consultant, Delete the Zero & Previously, Chief Digital Officer, Great American Insurance Group

Join a roundtable for a deep dive into topics and themes deserving of discussion:

Chris Roblee

Principal Consultant, Delete the Zero & Previously, Chief Digital Officer
Great American Insurance Group

See Bio

4:00 pm - 4:00 pm End of the CX Insurance Exchange 2026!

Join a roundtable for a deep dive into topics and themes deserving of discussion:

CX Insurance Exchange - Day 2

7:30 am - 8:20 am Registration, Breakfast & Morning Coffee

8:20 am - 8:30 am Chairperson's Opening Address

Chris Roblee

8:30 am - 9:00 am Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?

Jason Greenwood

Lance Ondrej

Dave Chmiel

Chris Roblee

9:00 am - 9:30 am Event Partner Presentation: Using Technology to Transfer Knowledge

9:30 am - 9:55 am Expert Keynote Presentation: Designing Trust-Building Experiences for a Digital-First Generation

Chris Roblee

Jason Greenwood

Maria Kokiasmenos

11:45 am - 12:10 pm Expert Keynote Presentation: Redesigning Care Around Customers, Not Contracts

Nick Stefanizzi

11:45 am - 12:10 pm Event Partner Presentation: Communication Management Technology: Turning Documents into Experiences

Brad Harris

12:45 pm - 1:30 pm Networking Lunch Break

2:00 pm - 2:25 pm Expert Keynote Presentation: Designing Experiences for a Multi- Generational, Multi-Expectation Internal & External Customer Base

Carey Bond

2:30 pm - 3:30 pm Interactive Roundtable Sessions

3:55 pm - 4:00 pm Chairs’ Closing Remarks

Chris Roblee

4:00 pm - 4:00 pm End of the CX Insurance Exchange 2026!

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