23 - 24 July, 2019
PARKROYAL on Beach Road, Singapore, Singapore

CONFERENCE DAY ONE: TUESDAY 23 JULY 2019

8:00 am - 9:00 am Registration & Coffee & Tea

Dr Patrick Chin, Chief Digital Officer & Head of Branding – Asia Pacific at Sompo Holdings Asia

Dr Patrick Chin

Chief Digital Officer & Head of Branding – Asia Pacific
Sompo Holdings Asia

DIGITISATION & TRANSFORMATION

 Formulating an effective digitisation roadmap focusing on operational agility and customer excellence
 How can insurers govern business models to reap the full rewards of digitisation and innovation?
 Staying ahead of the digital curve with strategic investments in people, process and technology
Mr Alvin Nand, Chief Operating Officer, Head of Global Operational Transformation at QBE Insurance Asia

Mr Alvin Nand

Chief Operating Officer, Head of Global Operational Transformation
QBE Insurance Asia

Mr Walter de Oude, Chief Executive Officer at Singapore Life

Mr Walter de Oude

Chief Executive Officer
Singapore Life

Mr Alp Altun, Chief Transformation Officer, Asia Pacific at Allianz

Mr Alp Altun

Chief Transformation Officer, Asia Pacific
Allianz

Dr Patrick Chin, Chief Digital Officer & Head of Branding – Asia Pacific at Sompo Holdings Asia

Dr Patrick Chin

Chief Digital Officer & Head of Branding – Asia Pacific
Sompo Holdings Asia

10:00 am - 10:30 am Empowering the Intelligent Enterprise with Scalable Architecture and DevOps Practice

Sponsors:
Tricentis
·      Streamlining workflow processes and attaining total visibility on organisational performance
·      Managing business risks in adopting DevOps to fuel digital transformation and innovation
·      Adopting a holistic approach to business value creation and maximising customer impact


Mr Karl Wood, Director, Solution Architects – Asia Pacific at Tricentis

Mr Karl Wood

Director, Solution Architects – Asia Pacific
Tricentis

10:30 am - 11:15 am Speed Networking & Morning Refreshment Break

 Gaining a complete and unified customer view
 Impact and power of predictive analytics on customer journey mapping
 Acquiring in-depth customer understanding and insights to improve acquisition, retention and loyalty
Mr Claudio Caballero, Director of Product Innovation at IAG

Mr Claudio Caballero

Director of Product Innovation
IAG

Mr Glenn Lim, Regional Senior Director, Customer Experience Design & Engineering at Manulife Asia

Mr Glenn Lim

Regional Senior Director, Customer Experience Design & Engineering
Manulife Asia

Mr Tony Estrella, Independent Board Director at CXA Group

Mr Tony Estrella

Independent Board Director
CXA Group

Mr Ankur Agrawal, Head, Data & Technology Innovation – Asia at AXA Singapore

Mr Ankur Agrawal

Head, Data & Technology Innovation – Asia
AXA Singapore

Ms Wan Ting Poh, Director, Data Science at Allianz SE Asia Pacific

Ms Wan Ting Poh

Director, Data Science
Allianz SE Asia Pacific

STREAM A: CUSTOMER EXPERIENCE

12:00 pm - 12:30 pm Developing a World-Class Omni-Channel Experience for Enhanced Customer Engagement
Sponsors:
Quadient
 Achieving full customer visibility across multiple touchpoints
 Establishing synergies and delivering seamless experiences across online and offline channels
 How can insurers build a true omni-channel experience across the customer journey?
 


Mr Andrew Wee, Pre-Sales Director – Asia Pacific at Quadient

Mr Andrew Wee

Pre-Sales Director – Asia Pacific
Quadient

 Reviewing where to digitise and how to automate for optimal ROI
 Augmenting enterprise readiness for digitisation, automation and technology integration
 Ensuring enterprise-wide adoption to achieve operational efficiency and productivity gains
Mr Gilbert Naibaho, Chief Operating Officer at PT Lippo General Insurance Tbk

Mr Gilbert Naibaho

Chief Operating Officer
PT Lippo General Insurance Tbk

Ms Veema Ramsing, Head of Automaton, Underwriting & Claims at Munich Re

Ms Veema Ramsing

Head of Automaton, Underwriting & Claims
Munich Re

Mr Kolja Klawunn, Regional Head of Operations - Asia Pacific at Allianz Global Corporate & Specialty SE

Mr Kolja Klawunn

Regional Head of Operations - Asia Pacific
Allianz Global Corporate & Specialty SE

Mr Dennis Liu, Executive Vice President & Head, Business Transformation & Technology at Etiqa Insurance

Mr Dennis Liu

Executive Vice President & Head, Business Transformation & Technology
Etiqa Insurance

STREAM B: OPERATIONAL EXCELLENCE

12:00 pm - 12:30 pm Humanising Insurance: Advancing Digital Self-Service Innovation and Adoption
 Integrating self-service within an omni-channel customer strategy
 Implementing digital self-service tools for operational and customer excellence
 Driving self-service adoption with a high-tech and high-touch approach
Mr Samrat Das, Chief Information Officer at PNB MetLife India Insurance Co. Ltd

Mr Samrat Das

Chief Information Officer
PNB MetLife India Insurance Co. Ltd

12:30 pm - 2:00 pm Networking Lunch

STREAM A: CUSTOMER EXPERIENCE

2:00 pm - 2:30 pm Optimising Customer Analytics with Self-Service Data Platforms
Sponsors:
Alteryx Inc.
  • Improving marketing effectiveness and brand loyalty through personalised messaging and offers to customers
  • Minimising customer attrition by identifying and taking corrective actions to retain at-risk customers
  • Empowering data analysts and line-of-business users with self-sufficient analytics to deliver deeper insights and enhance operational efficiency


Mr Michael Utama, Associate Solutions Engineer at Alteryx

Mr Michael Utama

Associate Solutions Engineer
Alteryx

Mr Philip Madgwick, Regional Sales Director at Alteryx

Mr Philip Madgwick

Regional Sales Director
Alteryx

STREAM A: CUSTOMER EXPERIENCE

2:30 pm - 3:00 pm Redefining Customer Service with Conversational AI in Insurance
Sponsors:
Uniphore
·      Transforming customer service experience
·      Identifying customer real intent and driving effective human conversations
·      Implementing conversational service automation and realising ROI


Mr Ravi Saraogi, Co-Founder & President – Asia Pacific at Uniphore Software Systems

Mr Ravi Saraogi

Co-Founder & President – Asia Pacific
Uniphore Software Systems

STREAM B: OPERATIONAL EXCELLENCE

2:00 pm - 2:30 pm Transforming Insurance Underwriting with Intelligent Automation
·      Automating underwriting to reduce manual processing and enhance agent productivity
·      Boosting sales with quick turnarounds and responses to modern customer demands
·      Harnessing real-time customer data to improve underwriting and pricing models 
Dr Kumud Bordoloi, Chief Underwriting Officer (Health) & Health Business Partner – Life at AXA Hong Kong

Dr Kumud Bordoloi

Chief Underwriting Officer (Health) & Health Business Partner – Life
AXA Hong Kong

STREAM B: OPERATIONAL EXCELLENCE

2:30 pm - 3:00 pm Automating Claims Processing for Higher Customer Satisfaction and Cost Reduction
 From application to verification through to approval: Benefits of automating complex claim transactions
 Utilising automation to reconcile single and multiparty claims
 Optimising the claims experience with speed and transparency
Mr Simon Johnson, Head of Claims at QBE Insurance

Mr Simon Johnson

Head of Claims
QBE Insurance

3:00 pm - 3:45 pm Afternoon Refreshment Break

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 35MINS EACH]

DIGITAL SELF SERVICE

3:45 pm - 5:00 pm ROUNTABLE A: The Use of Chatbots to Enhance Customer Interactions at Scale

Mr Andy Leong, Chatbot AI Trainer at FWD Singapore

Mr Andy Leong

Chatbot AI Trainer
FWD Singapore

DIGITAL SELF SERVICE

3:45 pm - 5:00 pm ROUNTABLE B: Optimising Digital Experience Across Customer Touchpoints and Channels

Ms Jess Kang, Head, Analytics at Etiqa Insurance Singapore

Ms Jess Kang

Head, Analytics
Etiqa Insurance Singapore

WORKFLOW OPTIMISATION

3:45 pm - 5:00 pm ROUNTABLE C: Enterprise-Wide Governance, Security and Scalability in Technology Adoption

Mr Claudio Caballero, Director of Product Innovation at IAG

Mr Claudio Caballero

Director of Product Innovation
IAG

WORKFLOW OPTIMISATION

3:45 pm - 5:00 pm ROUNTABLE D: Transforming Insurance in the Age of Intelligent Automation

Dr Kumud Bordoloi, Chief Underwriting Officer (Health) & Health Business Partner – Life at AXA Hong Kong

Dr Kumud Bordoloi

Chief Underwriting Officer (Health) & Health Business Partner – Life
AXA Hong Kong

CUSTOMER INSIGHTS

2:45 pm - 4:00 pm ROUNTABLE E: Leveraging Predictive Analytics for Product Cross Sell and Upsell

Mr Sean Burns, Head Of Analytics - Group Operations at QBE Insurance Singapore

Mr Sean Burns

Head Of Analytics - Group Operations
QBE Insurance Singapore

CUSTOMER INSIGHTS

3:45 pm - 5:00 pm ROUNTABLE F: Empowering Enterprise Performance and Decisions with Data-Driven Insights
Sponsors:
KPISOFT



Mr David Ng, Chief Revenue Officer at KPISOFT

Mr David Ng

Chief Revenue Officer
KPISOFT

5:00 pm - 5:10 pm Chairman’s Closing Remarks & End of Day One