CX Insurance Exchange - Day 2
CX Insurance Exchange - Day 1
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 OfficerGreat American Insurance Group
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 - 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
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
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 Digital-First Journeys That Convert Across Channels
Saurabh Saraf -
Chief Digital Officer,
Amica Insurance
Insurers often earn trust after purchase - during service and claims - while asking customers to make a complex commitment before they have experienced that value. Drawing on Amica's work across discovery, quote and bind, service and renewal, this session will examine how insurers can make trust tangible earlier through clarity, continuity and customer choice.
It will explore where customer intent is lost across product, price, eligibility, experience and channel handoffs; how AI-enabled discovery and personalization can reduce uncertainty; and how digital and human channels can work together to improve conversion, resolution, retention and long-term value. Takeaways:
- Translate brand and service trust into earlier customer confidence and digital growth.
- Design digital-first—not digital-only—journeys that combine self-service with contextual human assistance.
- Align marketing, digital, product, underwriting, sales, service, data and technology around shared journey outcomes.
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:
Maria Kokiasmenos
Vice President, Associate General Counsel, Data Science & Emerging TechThe Hartford
11:45 am - 12:10 pm
Expert Keynote Presentation: Redesigning Care Around Customers, Not Contracts
Nick Stefanizzi -
Chief Executive Officer,
Northwell Direct
11:45 am - 12:10 pm
Event Partner Presentation: Communication Management Technology: Turning Documents into Experiences
12:45 pm - 1:30 pm
Networking Lunch Break
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.
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
2:30 pm - 3:30 pm
Interactive Roundtable Sessions
Join a roundtable for a deep dive into topics and themes deserving of discussion:
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 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:
