CX Insurance Exchange - Day 1
CX Insurance Exchange - Day 1
7:30 am - 9:20 am
Registration, Breakfast & Morning Coffee
8:20 am - 8:25 am
WELCOME TO THE CX INSURANCE EXCHANGE
Welcome information from your event organizers
8:25 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
8:55 am - 9:20 am
Keynote Presentation: The Journey Towards Elevating Experience with AI to Drive Outcomes for Customers & Company
Shashi Reddy -
Chief Data & AI Officer,
PEMCO
Becoming an AI-enabled enterprise is not a single transformation, but an ongoing shift in how organizations operate and serve. In this session, we explore a journey into embedding AI across the customer journey to create more intuitive and outcome-driven experiences, unlocking value for the business while delivering more meaningful interactions for customers. This session addresses
• Optimizing how organizations distribute and engage customers across channels to drive smarter, more personalized interactions
• Enhancing service delivery by equipping customer engagement associateswith AI-powered tools and expanded capabilities
• Leveraging AI-enabled knowledge platforms to provide richer, more accurate information to both customers and agents
9:20 am - 9:50 am
Event Partner Fireside Chat - When the Claim Is Personal: AI That Earns Trust in Insurance’s Hardest Moments
Insurance customers reach out in their hardest moments, after an accident, a loss, or a denied claim. This fireside looks at what it takes to bring AI into those conversations and earn real trust, from getting claims and compliance teams on board to knowing when a human should step in.
9:55 am - 10:25 am
One-to-One Business Meetings
10:30 am - 11:00 am
One-to-One Business Meetings
11:05 am - 11:35 am
One-to-One Business Meetings
9:55 am - 10:25 am
Think-Tank Discussion: How to Drive Accountability & Enterprise-Wide Buy-In for CX
Stacey Nevel -
Vice President, Voice of the Customer,
Prudential Financial
Customer experience can't sit in a single function, it needs visibility and accountability throughout. This session explores how leaders are elevating CX into the C-suite agenda, ensuring it becomes a shared priority across the business and a driver of measurable change.
Sharing practical examples and key learnings, uncover how to position CX as a strategic lever that commands executive attention and cross-functional commitment. Walk away with takeaways to:
• Build accountability for CX across the organization, ensuring ownership sits beyond a single team and is embedded into leadership objectives
• Drive cross-departmental alignment, breaking down silos to enable coordinated, CX-led transformation across functions
• Translate CX insights into business-critical actions that resonate with different stakeholders and unlock organization-wide buy-in
10:30 am - 11:00 am
Morning Networking Break
11:05 am - 11:35 am
Event Partner Think Tank - Operationalizing Personalization Across Customer Journeys
While personalization is widely recognized as a CX differentiator, challenges exist in overcoming fragmented systems, channels and lines of business to see the potential reached.
This think tank brings leadership together to move beyond theory and explore how personalization is being embedded into real customer journeys and being scaled responsibly.
11:40 am - 12:05 pm
Keynote Presentation: Your Data Knows the Risk – Do Your Customers? Predictive Analytics as a New Capability in Strengthened Customer Connection
Bill Carey -
Managing Director, Client Analytics, Commercial Insurance Risk Control Svcs.,
Liberty Mutual Insurance
Data can either document the past or actively shape safer futures, and those that make the leap will be those that win. This session explores how Liberty Mutual is moving from hindsight to foresight, using predictive analytics not just to manage risk, but to deepen customer relationships, prevent harm, and create stability for commercial clients.
Drawing on real examples across Workers Compensation and Auto, this case study journey shows how predictive analytical insights can be embedded into customer interactions in ways that are actionable and trust‑building. Explore how to:
• Turn complex data into clear, customer‑relevant insights that help commercial clients prevent accidents and injuries before they happen
• Demonstrate how analytics rooted in prevention drive better customer outcomes while improving stability for insurers and insureds alike
• Simplify complex analytical outputs so customers can understand, act and see tangible value
• Share change management lessons on how to embed predictive insights into client operations, ensuring analytics translate into action and real‑world outcomes for customers
Bill Carey
Managing Director, Client Analytics, Commercial Insurance Risk Control Svcs.Liberty Mutual Insurance
12:05 pm - 12:35 pm
Event Partner Presentation: AI Agents in Financial Services: Real Results, Right Now
Financial institutions are facing a convergence of pressures - rising contact volumes, shrinking margins, regulatory complexity, and customers whose expectations have been shaped by the best digital experiences in any industry. In this session, hear how AI agents are moving from pilot projects into core service infrastructure: handling Tier-1 banking, lending, and insurance interactions at scale while keeping human advisors focused on what only humans can do.
Through a customer case study with one of the world's largest banks - where outbound AI agents drove an 85% qualified handover rate and went live in three months - attendees will see a concrete blueprint for AI-first transformation. The session closes with a practical four step framework for organizations ready to act: start small, prove safety, measure outcomes, and scale with confidence.
12:40 pm - 1:10 pm
One-to-One Business Meetings
12:40 pm - 1:10 pm
Think Tank: What’s the Real Path from Manual Legacy Operations to Seamless Automation?
Troy Peterson -
Vice President, Service Delivery Officer,
Selective Insurance
As customer expectations rise and cost pressures increase, organizations can no longer afford to maintain the status quo in service delivery. Transitioning from fragmented, manual operations to streamlined, automated, and self-service models presents a significant opportunity to enhance both efficiency and the customer experience.
This discussion will explore how organizations are transforming legacy processes to unlock operational improvements while enhancing both digital and human interactions. Topics will include:
• How to identify and redesign inefficient process flows, integrating automation without compromising the customer experience
• Lessons learned from transitioning legacy, manual environments to scalable, optimized operations in both front and back-office functions
• What successful vendor partnerships look like
• Practical approaches to sustaining operational transformation, ensuring that process improvements are embedded, measurable, and deliver long term operational benefits and customer experience value.
Join us as we uncover key lessons from industry leaders on what it truly takes to modernize operations.
1:10 pm - 2:00 pm
Lunch Networking Break
2:00 pm - 2:30 pm
One-to-One Business Meetings
2:00 pm - 2:30 pm
Think-Tank Discussion: How to Reengineer Claims with the Customer at the Center?
Mike Cummings -
Senior Vice President, Head of Claims,
The Norfolk & Dedham Group
As insurers continue investing in automation, tech & operational transformation across claims, there is an increasing need to ensure innovation is driven by genuine customer needs rather than internal efficiency
alone. This discussion will share examples, as well as explore how insurers can use data and operational insights to modernize claims experiences while keeping customer outcomes and trust at the center of innovation strategies.
Be part of a discussion delving into:
• How insurers are identifying customer pain points to prioritize operational innovation opportunities
• How to balance efficiency, automation and cost reduction with empathy,
transparency and customer engagement during the claims journey
• What could customer-centric claims innovation look like in practice? From proactive communication and personalization to smarter triage, escalation and service design
Leave equipped with inspiration and actionable intelligence to reimagine claims journeys, understanding best practice to drive operational transformation at scale.
2:35 pm - 3:05 pm
Panel Discussion: What Does “Good” AI Actually Look Like from the Customer’s Perspective?
Many insurers are investing heavily in AI, yet success will ultimately be measured by whether customers experience journeys that are easier, faster, more reassuring, and resolve their request. This panel explores how insurers can design and deploy AI in ways that genuinely improve customer experiences, particularly across the complex, nuanced and emotionally significant journeys where trust-building touchpoints are paramount.
• Designing AI journeys around customer needs rather than operational efficiencies.
• Uncovering how to design AI to handle complex, emotional and regulated customer interactions without increasing friction.
• Determining where AI should assist, where it should hand over and where humans remain essential.
• Achieving true customer request resolution with AI
3:10 pm - 3:40 pm
Event Partner Presentation: Moving Beyond NPS & Evolving Experience Measurement for Insurance Reality
Traditional CX metrics fail to capture the full complexity and emotional weight of customer interactions. With a reliance on NPS, yet acknowledgement also of its limitations - This keynote explores how organizations are complementing NPS with more actionable experience intelligence.
• Identifying where NPS masks critical experience failures
• Integrating operational, service and journey level metrics into CX reporting
• Translating experience data into decisions senior leaders actually act on
3:45 pm - 4:15 pm
One-to-One Business Meetings
4:20 pm - 4:50 pm
One-to-One Business Meetings
3:45 pm - 4:15 pm
Think-Tank Discussion: Are Smarter Claims Workflows & Communication the Key to Minimizing Nuclear Verdicts?
Dave Chmiel -
Senior Vice President, North America Director of Claims,
Hub International
With nuclear verdicts are catastrophic...and they're on the rise. Resulting is a growing pressure to rethink how claims are managed, communicated and escalated. This session explores whether fragmented workflows, inconsistent communication and reactive engagement are contributing to increased friction & customer distrust and their potential role in driving nuclear verdict exposure.
As a group, discuss:
• Designing proactive, strategically managed claims communication workflows
• Improving customer education and transparency throughout complex claims journeys
• Reducing escalation risk through clearer expectation-setting and engagement
4:20 pm - 4:50 pm
Think Tank Discussion: Claims & Underwriting Automation: How Can Insurers Unlock AI’s Full Potential?
Lance Ondrej -
Senior Executive Vice President & Chief Operating Officer,
Germania Insurance
As insurers face growing pressure to improve efficiency while delivering faster, more accurate outcomes, AI-driven automation presents a major opportunity to transform claims and underwriting operations. From data aggregation to automated file analysis, insurers are beginning to unlock how AI can remove manual workloads and enhance operational decision-making. This session will explore how carriers can use AI to improve efficiency, elevate employees into higher-value critical thinking roles & create better customer experiences through faster, more specialized service.
• Discuss where AI-powered automation is delivering real operational efficiency across claims and underwriting workflows…as well as where challenges still remain.
• Address how carriers can successfully integrate automation capabilities, evaluate vendors and scale AI adoption across existing operational structures.
• Uncover why operational AI is becoming a competitive necessity and what insurers must prioritize now to avoid falling behind.
4:55 pm - 5:25 pm
Panel Discussion: Can AI Ever Deliver Great CX If Customer Data Remains Disconnected?
Customers expect insurers to know who they are regardless of how they engage. Yet fragmented systems, inconsistent customer records and legacy operating models continue to create friction that limits both customer experience and the ability for AI to be scaled to its true potential.
This panel explores the foundations insurers must strengthen before AI can deliver on its promise:
• Learn how to modernize data architecture and operating models to eliminate fragmented customer journeys and improve omnichannel continuity.
• Uncover the data foundations needed to unlock AI at scale, ensuring customer information is accurate and accessible to power trusted personalization and automation.
• Discover how data governance ensures every AI decision can be understood, explained and traced back through the data that informed it – setting your business up for stronger auditability and greater regulatory readiness without slowing innovation.
5:25 pm - 5:50 pm
Expert Keynote Presentation: Can AI Ever Deliver Great CX If Customer Data Remains Disconnected?
Mark McMahill -
Head of Design Thinking,
Equitable
In an era where AI disruption and digital-first challengers are redefining Financial Services, real transformation often starts on the frontline with the people closest to the customer. Hear how Equitable empowers employees, flattens hierarchies and embeds agile ways of working to unlock insights traditional strategies may miss.
More than a story, this session is a playbook you can use to activate your own teams, secure executive alignment and translate insight into action!
Step inside a transformation where psychological safety fuels honesty, and frontline teams surface the workarounds, friction points and 'hidden truths' that reshape internal process optimization and customer journeys. See how
Design Thinking can expose immediate opportunities for impact, while laying the groundwork for scalable automation and AI-driven evolution.
More than a story, this session is a playbook you can use to activate your own teams, secure executive alignment and translate insight into action!
5:50 pm - 6:30 pm
Champagne Roundtables Session
Join a roundtable for a deep dive into topics and themes deserving of discussion:
5:50 pm - 6:30 pm
Roundtable 1 : Measuring CX Beyond NPS: What Boards Actually Respond to
If customer experience is a strategic priority, how should its success really be measured? This discussion explores how insurers are moving beyond traditional satisfaction metrics to demonstrate value in ways that resonate with boards and senior leadership.
5:50 pm - 6:30 pm
Reducing Repeat Contacts - How to Design Journeys for Resolution
Federico Tarling -
Chief Service Officer,
Assist Card
This is a discussion-based session designed to explore one of the biggest drivers of customer frustration and operational cost in insurance: repeat contact. This conversation will examine why customers continue to make repeated enquiries, where journeys break down before issues are fully resolved and the how behind redesigning experiences to resolve needs first time.
Join a conversation exploring where resolution breaks down, how better journey design can eliminate avoidable demand and what it takes to create experiences that are more connected and deliver confidence at every stage.
Learn how peers are tackling shared challenges, sharing innovative approaches to designing journeys that deliver genuine first-time resolution for customers.
5:50 pm - 6:30 pm
Roundtable 3 - hosted by Glassbox
