CX Insurance Exchange - Day 2
CX Insurance Exchange - Day 1
7:45 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 OfficerGreat American Insurance Group
8:30 am - 9:00 am
Expert Keynote Presentation: Redesigning Care Around Customers, Not Contracts
Nick Stefanizzi -
Chief Executive Officer,
Northwell Direct
9:00 am - 9:25 am
Expert Keynote Presentation: Earning Trust Earlier: Amica’s Digital Front Door
Saurabh Saraf -
Chief Digital Officer,
Amica Insurance
Insurers often prove their value after purchase, through service and claims, while prospective customers must choose coverage before experiencing either. Using Amica's newly launched website as a case study, Saurabh will show how the company is bringing evidence of that value forward in the buying journey. He will walk through how the new site makes Amica's value clearer, gives visitors paths to explore before they are ready to quote, and carries consistent messages from marketing entry points onto the site. Takeaways:
- Make earned service and claims trust visible before purchase.
- Guide visitors according to their intent and readiness to quote.
- Measure progress beyond engagement and identify what must carry into human assistance.
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:
11:15 am - 11:40 am
Event Keynote Presentation: Unlocking Self-Service Through Smarter Data Foundations
Kader Sakkaria -
Global Head of Data Strategy,
Marsh
Delivering AI-powered and self-service experiences starts with one critical step: building the right data foundation. In this session, explore the journey of consolidating fragmented data into a scalable, intelligent foundation built for the future. Discover how creating structured data domains and embedding security and intelligence from the outset can unlock faster operations, smarter decision-making and more seamless self-service opportunities.
Beyond this, gain insights into how partnering across the technology ecosystem can turn data and AI into measurable growth and competitive advantage, while navigating the realities of modernization at scale.
From enabling trusted self-service capabilities to balancing innovation with governance, this session shares practical lessons, key risks to avoid and honest reflections on what leaders would do differently if starting again today.
11:40 am - 12:05 pm
Keynote Presentation | Closing The Communication Gaps That Break Customer Journeys
Radha Kuchibhotla -
Lead Director AI Solutions & Design,
CVS Health
12:10 pm - 12:40 pm
One-to-One Business Meetings
12:45 pm - 1:30 pm
Networking Lunch Break
1:30 pm - 2:00 pm
One-to-One Business Meetings
2:05 pm - 2:35 pm
Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?
Lance Ondrej -
Chief Claims & Operational Excellence 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
Radha Kuchibhotla - Lead Director AI Solutions & Design, CVS Health
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
Chris Roblee
Principal Consultant, Delete the Zero & Previously, Chief Digital OfficerGreat American Insurance Group
2:35 pm - 3:00 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
3:00 pm - 3:45 pm
MASTERMIND DISCUSSION | Reflecting on 2-Days of Actionable Discussion
Join a roundtable for a deep dive into topics and themes deserving of discussion:
3:45 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 OfficerGreat American Insurance Group
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:
