19 - 20 May, 2020 | Singapore

CONFERENCE DAY ONE: TUESDAY 19 MAY 2020

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

9:00 am - 9:15 am Chairman’s Welcome Remarks

DIGITISATION & TRANSFORMATION

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

  • 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

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 Powering a Digital-First Omni-Channel Experience to Amplify the Customer Journey

  • Crafting an integrated customer experience in this connected era
  • Creating rich channel coverage and remarkable customer journeys across all touchpoints
  • How can insurers transform customer experience with omni-channel delivery?

11:45 am - 12:15 pm Improving Digital Customer Engagement across Human Touchpoints and Self-Service Portals

  • Using digital self-service to enhance every stage of the customer experience
  • Reaping the cost-saving benefits of a customer self-service knowledge base
  • Top strategies in delivering tangible customer value for self-service success

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

INTERACTIVE DISCUSSION GROUPS [2 ROTATIONS @ 45MINS EACH]

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
 
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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
 

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
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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
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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