Radha Kuchibhotla

Lead Director AI Solutions & Design CVS Health

CX Insurance Exchange - Day 2

8:30 AM Keynote Panel Discussion: Cost? Care? Control? What Outcomes Are Journeys Optimized for?

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

12:10 PM Keynote Presentation | Closing The Communication Gaps That Break Customer Journeys

Customer communication remains one of insurance's biggest CX challenges. Delays, uncertainty and inconsistent messaging can undermine trust and drive unnecessary contact. This session explores how predictive AI could help insurers anticipate customer needs, deliver more timely and relevant communications, and create more proactive, connected customer journeys.

• Predicting moments of customer uncertainty and triggering timely, personalized communications

• Using AI-driven insights to optimise claims, servicing and renewal journeys

• Creating connected customer experiences that reduce avoidable contact and improve satisfaction

• Building trust through proactive engagement without losing the human

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

Download The Latest Agenda

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Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 207 368 9484
Fax: 44 (0) 207 368 9301
Email: exchangeinfo@iqpc.com