8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Welcome Remarks


9:00 am - 10:00 am CXO PANEL: From Legacy to Next Generation Business Models: Enterprise-Wide Strategies and Investment for Digital Transformation Success

Ms Judith Field - Chief Marketing Officer, FWD Insurance
Mr Walter de Oude - Chief Executive Officer, Singapore Life
  • Identifying gaps in existing enterprise architecture and building the business case for new age technology investments
  • Adopting a holistic approach to maximising customer impact and business value creation
  • Determining priorities for digital transformation maturity and modernising how today’s insurers operate and compete

Ms Judith Field

Chief Marketing Officer
FWD Insurance


Mr Walter de Oude

Chief Executive Officer
Singapore Life

10:00 am - 10:30 am Future Proofing Insurance Lifecycles: Embracing Agile and Scalability to Achieve Operational Efficiency and True Customer Focus

  • Reviewing enterprise agility to stay relevant in the new operating era
  • Modernising core infrastructure systems that can accelerate time to value and reduce costs
  • Driving agile automation at scale and noting the functional nuances that can make a difference between success and failure

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

11:15 am - 11:45 am Reinventing Conventional Insurance Offerings – The Game Changer to Winning New Customers and Revenue Sources

Dr Patrick Chin - Chief Digital Officer & Head of Branding – Asia Pacific, Sompo Holdings Asia
  • Meeting changing customer expectations and preferences on products, services and pricing
  • Launching and modifying products at scale via multiple digital platforms
  • Insurance at the intersection: Repositioning the brand and redesigning operating models

Dr Patrick Chin

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

11:45 am - 12:15 pm “Today is the First Day…” – How Wellness is Enhancing Opportunities for Value Creation and Growth

Mr Abraham Lucas - Head of Business Development – Vitality, AIA Group
  • How is the move to real-time services changing customer demands and product expectations?
  • What does a rapid expansion in the volume and quality of customer engagement mean for insurance services?
  • Creating a vision for the integration of new and existing services through customer-facing applications

Mr Abraham Lucas

Head of Business Development – Vitality
AIA Group

12:15 pm - 12:45 pm Utilising a Single Customer View and Smart Personalisation to Drive Engagement, Loyalty and Retention

  • Making loyalty programs more relevant with realtime customer lifecycle and transactional data
  • How contextual interactions and personalisation can increase customer engagement
  • Leveraging a constantly up-to-date single view of the customer that streamlines offer targeting

12:45 pm - 2:00 pm Networking Lunch


Roundtable A

2:00 pm - 3:30 pm Enhancing Customer Interactions at Scale with AI-Powered Chatbots

Roundtable B

2:00 pm - 3:30 pm Streamlining Policies and Claims Processing with Intelligent Automation
Mr Andy White - Chief Underwriting Officer – Asia, QBE Asia

Mr Andy White

Chief Underwriting Officer – Asia
QBE Asia

Roundtable C

2:00 pm - 3:30 pm Investing in CRM Tools to Elevate Customer Experience

Roundtable D

2:00 pm - 3:30 pm Unlocking Business Growth and Scalability through Operational Excellence
Ms Lay Hoon Tan - Chief Operating Officer, Manulife

Ms Lay Hoon Tan

Chief Operating Officer

Roundtable E

2:00 pm - 3:30 pm Using Predictive Analytics to Maximise Upsell and Cross-Sell Opportunities

Roundtable F

2:00 pm - 3:30 pm Promoting a Mobile-First Approach in Insurance

3:30 pm - 4:00 pm Afternoon Refreshment Break

4:00 pm - 4:30 pm Gaining True Competitive Advantage and Cost Benefits from RPA Implementation in Insurance

  • Maximising operational efficiency and customer experience through RPA programs
  • Diverting human capacity to more productive tasks and value-added services for partners and customers
  • Ensuring an end-to-end automated design to reap greater ROI

4:30 pm - 5:00 pm Digitising Insurance Workflows for Improved Information Governance and Customer Management

Dr Vivien Chua - Chief Technology Officer & Director, Shenton Insurance Brokers
  • Transitioning from a paper-based business to working with electronic data
  • How intelligent process management can streamline insurance workflows, data management and customer communication
  • Implementing a well-designed digitisation program to accelerate time to value and cost reduction

Dr Vivien Chua

Chief Technology Officer & Director
Shenton Insurance Brokers

5:00 pm - 5:30 pm Simplifying Claims Management to Enable Smarter Processing and Fraud Detection

Dr Vishnu Nanduri - Regional Head of Data Analytics (Non-Life), Munich Re (Group)
  • Pre-assessing claims for automated damage evaluation
  • Leveraging enriched data analytics to validate automated claims and fraud detection
  • Predicting claims volume patterns to better augment loss analysis

Dr Vishnu Nanduri

Regional Head of Data Analytics (Non-Life)
Munich Re (Group)

5:30 pm - 6:00 pm Chairman’s Closing Remarks & End of Day One