Chris Roblee

Chair's opening remarks and introduction

Chair's opening remarks and introduction

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

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.

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