Mike Cummings

Senior Vice President, Head of Claims The Norfolk & Dedham Group

CX Insurance Exchange - Day 1

2:00 PM Think-Tank Discussion: How to Reengineer Claims with the Customer at the Center?

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 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

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

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