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5th Annual Technology & Innovation – the Future of Insurance & Wealth Management

7 + 8 April
Hilton Sydney
Sydney, Australia



Thursday, 07 April 2011
08:30 AM Registration
08:55 AM Welcome Address by Conference Chairman, Michael Pascoe, Finance Commentator
09:00 AM Driving Business Excellence – Using Technology as a Service Differentiator
•    The importance of technology in enhancing customer experience, information accessibility and service delivery
•    MetLife’s journey in developing service-driven initiatives including e-technology, e-application, e-lodgment and e-claims; and how is success measured?   
•    Key trends and challenges on the horizon for the local insurance sector


Speaker: Marc Lieberman, Managing Director, Chief Executive Officer, MetLife (Australia)



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09:30 AM Smarter Insurance in a More Complex World
•    Unifying information, processes and people to become a fact-based organisation
•    Combining content, advanced analytics, business rules, collaboration and social software to drive more successful, responsive, and optimised results
•    Making intelligent decisions by providing insight and predictive capabilities to top executives as well as decision-makers including underwriting, claims, customer service and production
•    Gaining a 360 degree view of customers, policy and claims files, distribution channels and improve visibility


Speaker: Joe Dzigiel, Global Insurance Industry Executive, IBM
10:00 AM Industry Leaders Panel
•    Trends, disruptions and emerging threats facing the insurance and wealth management sector in 2011
•    Tapping into Gen-Y as a growing customer base
•    Identifying future factors that will impact your IT mandate
•    Next generation skills in demand
•    Championing the single customer view – are we there yet?


Panellists:
Andrew Boldeman, Chief Executive Officer, Group Insurance, Tower   
John Myler,
General Manager, Direct & Life Insurance, Allianz   
Bobby Lehane, Chief Operating Officer, Asia Pacific, General Insurance, Zurich Financial Services
Sanjeev Gupta,
Head of Technology & Projects, Wesfarmers General Insurance
Melanie Evans, Head of Superannuation & Retail Investments, BT Financial

Moderator:
Joe Dzigiel,
Global Insurance Industry Executive, IBM
10:40 AM Morning Tea
11:10 AM Executing Seamless End-to-End Claims Processing
•    The role of technology in driving operational efficiencies and improving customer service
•    Innovation in automating end-to-end claims processing
•    How digitising the claims process from submission to payout can benefit you and your customer
•    Claims transformation for efficiency, customer-centricity and innovation


Speaker: Neil Whiteing, Group Chief Information Officer, IAG
11:40 AM Understanding the Evolution of Digital Channels
•    Reviewing mobile and social media channels – how will they form a critical component of future operational activities?
•    Preparing your new operational model and multi-channel approach
•    Accessing advice and achieving your digital channel objectives


Speaker: Matthew Palmer, Head of Strategy & Innovation (Insurance, UK & Europe), Tata Consultancy Services


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12:05 PM Delivering Business Agility Through Shared Component Technology Reusing Legacy Assets
•    Modernising legacy IT investments to meet changing market requirements
•    Utilising flexibility and agility to meet business demands such as claims processing, new business and policy servicing
•    Enhancing speed to market and the pace of change by improving the configurability of legacy applications


Speaker: Steve Coles, Chief Information and Business Improvement Officer, Allianz



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12:35 PM Networking Lunch
01:35 PM Using Digital Business to Enhance B2B Relationships and Deliver a Superior Customer Experience
•    How innovation, people and enabling technology have driven AXA’s digital business initiatives
•    Ease of doing business – creating a digital portal that enhances availability, reliability and attentiveness
•    Why real customer relationships and insightful Voice of the Customer (VOC) are critical in delivering a successful online experience


Speaker: Cam Cimino, General Manager Digital Business & Service Relationships, AXA Australia



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02:05 PM Smart Solutions that Connect
•    The impact on social media on doing business and internal communication
•    Adopting new technologies to connect with customers
•    Connecting with customers through the claims process


Speaker: Claire Roberts, General Manager, Wholesale Life, CommInsure
02:35 PM Panel Discussion: Getting Serious About Social Media
•    What are the outcome of social media so far? Is there an ROI anywhere in sight?
•    Social media as a tool for customer engagement and what are the internal opportunities for financial institutions?
•    The impact of social media on customer service training and policies
•    Is there a higher bar for financial institutions in implementing a social media strategy to ensure privacy and confidence?  What are the risk mitigation strategies?
•    Who ‘owns’ social media in the enterprise?


Panellists:
Vimpi Juneja, General Manager, Strategy, MLC
Claire Roberts, General Manager, Wholesale Life, CommInsure
Susan Kidd, Head of Technology, Direct Banking and UBank, NAB
Skye Forrester, Social Media Leader, GE Capital      

Moderator: Andrew Groth, General Manager, Financial Services, Infosys
03:15 PM Afternoon Tea
03:45 PM Technology ‘the Great Facilitator’ – Winning the Battle for Technology Supremacy to Offer Customers a Superior Solution   
•    Managing internal business partnerships – the role of business and IT
•    Facilitator versus differentiator – the role of people and technology in the business process
•    First to market versus second mover advantage
•    ‘Build it and they will come’ versus customer collaboration solutions
•    Examples of recent successes in business partnerships
•    Lessons learnt from other industries


Speaker: Eleanor Ottaviano, Manager, Strategic Delivery, AIA



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04:10 PM The Future is Now – The Critical Role of Technology in Connecting Customers
•    Using new technologies to meet customer demands for instant information and a unique product offering
•    The impact of social networking technologies on the way insurers interact with customers
•    Business benefits of using new media channels and applications to increase effectiveness and your ability to engage your customers
•    What will the technology landscape look like in 2015 and how will it impact the way you connect with customers?


Speaker: Scott Watters, Chief Information Officer, Zurich Financial Services


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04:40 PM Insights into Suncorp’s Agile Journey of a Major Cultural Transformation
•    Translating Suncorp’s agile journey to increased enablement in the online space and delivered major initiatives in human resources systems, customer databases and a single claims engine
•    Explaining the culture of innovation and reuse that allows small teams to consistently deliver solutions, faster and cheaper than previously thought possible
•    Driving Suncorp's culture of innovation – harnessing new capabilities that weren’t considered possible


Speaker: Matt Pancino, Head of Business Technology Applications, Suncorp
05:10 PM Networking Drinks
Friday, 08 April 2011
08:30 AM Registration
08:55 AM Welcome Address by Conference Chairman, Michael Pascoe, Finance Commentator
09:00 AM Innovation in Channels – Driving a Successful Mobile and Web Strategy
•    Latest trends in the increasing use of smart phones to engage customers and enhance their experience
•    Realising business benefit from the implementation of cutting edge technology and strategies
•    Generali’s R&D experimental projects – testing mobile and web application suitability for insurance solutions
•    How business-enabled technology is impacting the next generation of customer interaction


Speaker: Bertrand Boré, Executive Vice President, Director of Development, Generali (France)



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09:30 AM Life Insurance and Investment Platforms – The Strategic View
•    Driving innovation in end-to-end solutions
•    Trends and challenges


Speaker: Tony Forward, Chief Information Officer,  BT Financial


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10:00 AM Panel Discussion – Increase Customer Acquisition, Conversion and Retention – Getting the Right Message Through the Right Medium at Right Time
•    Creating an effective communication strategy with the right message, channel and timing
•    Measuring customer satisfaction to increase your share of the wallet
•    The business benefits of getting the balance right including communication strategies, customer satisfaction and costs
•    The implications of regulations such as ASIC RG221 on the way insurance organisations deliver their services and messages online


Panellists:
Pieter Lindhout, Managing Director, Australia and New Zealand, GE Capital, Insurance
Stuart Sayers, Managing Director, E*Trade
Tim Turner, Head of Marketing Operations & Customer Marketing, MLC
Paul Humphrey, General Manager, Sales and Customer Care, InsuranceLine
Renato Mota, General Manager, Distribution, IOOF

Moderator: Simon Lane, Fuji Xerox
10:40 AM Morning Tea
11:10 AM Balancing Innovative Strategies to Attract and Retain Gen-Y Customers with a Broader Customer Base
•    Gen-Y can cause problems – the question is how to balance both
•    Gen-Y initiatives – NIB’s journey in creating the next generation of automated mobile phone claims
•    What are the service expectations from Gen-X and where are the business opportunities?
•    Fulfilling customers’ expectations through innovative initiatives such as online video streaming, online access and social media


Speaker: Melanie Kneale, Chief Operating & Technology Officer, nib Health Funds


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11:40 AM Catalysing Magic is a Serious Business
•    Developing an eco-system for business innovation
•    The role of intangible capital including talent, culture, knowledge, networks and relationships
•    Examples of innovation in practice


Speaker: Annalie Killian, Catalyst for Magic, AMP
12:10 PM Innovation Leaders Panel
•    How to successfully innovate in today’s post-crisis landscape
•    Planning for the future today – predicting tomorrow’s hot trends in technology
•    When to take risks and step outside the status quo
•    Encouraging your team to be confident and comfortable innovators


Panellists:
Bertrand Boré, Executive Vice President, Director of Development, Generali (France)
Ian Frew, Chief Information Officer, CGU
Gary Thornley, General Manager, IT & Head of Architecture, Design & Costing, InsuranceLine/ TOWER
Mathews George, Head of IT, MetLife
James Ingham, Head of Information Technology, Group Investment Division, QBE


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12:50 PM Networking Lunch and Prize Giveaway
01:45 PM Conference Concludes
01:50 PM Post Conference Workshop A: Customer Engagement Continuum – Empowering Your Organisation with the Right People and Technologies to Engage Customers
•    Managing a large volume of customer demand in times of crisis – the role of your customer service team and technology infrastructure
•    Delivering a high quality response service to the community by handling calls and demand effectively
•    Readiness and preparation – crafting an empowered IT strategy to prepare your organisations to solve customer and business problems
•    Real time responsiveness – communicating the right message at the right time
•    Social CRM and collaboration – engaging citizens and customers to sustain good relationship and publicity


Case study and thought-leadership from:
Greg Flint, Superintendent, Queensland Police Service
Tim Sheedy, Analyst, Forrester Research
01:50 PM Post Conference Workshop B: Delivering on the Moment of Truth – Managing the Claims Experience for Competitive Advantage in General Insurance
•    Case study and anecdote
•    What are organisations doing to overcome the challenge that prevents delivering at the "moment of truth"?
•    Aligning technology, process and culture


Case study and thought-leadership from:
Alfred Flokstra, Director Insurance Australia & New Zealand, Capgemini Australia
Ian Campos, VP Insurance, Delivery Executive, Capgemini US
02:50 PM Workshops Conclude






Program subject to change
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