Brad Harris

Senior Vice President, Head of Digital Innovation OneGroup

CX Insurance Exchange - Day 1

2:35 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

CX Insurance Exchange - Day 2

12:45 PM Think Tank Discussion: Intentional AI & Moving from Cost Avoidance to Experience Acceleration

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.

Check out the incredible speaker line-up to see who will be joining Brad.

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