• Get the basics right and deliver the right products & services
• Connecting with consumers on an emotional level
• Leveraging technology to create a superior CX

Please refer to the Peer-to-Peer Roundtable Discussion tab

Please refer to the Peer-to-Peer Roundtable Discussion tab

• Future-proofing your business with a strong technology infrastructure to swiftly support customers during crises
• Leveraging ML and AI to revolutionise risk modelling, pricing and underwriting
• How is the insurance industry using telematics & IoT to improve product and service offerings?
• Getting the human-digital balance right

Please refer to the Peer-to-Peer Roundtable Discussion tab

Please refer to the Peer-to-Peer Roundtable Discussion tab

• Building an organisational-wide culture that nurtures engineering talent
• Exploring the intrinsic relationship between EX and CX
• Building an automation framework to fast-track testing

Please refer to the Peer-to-Peer Roundtable Discussion tab

• Aligning the organisation around a central vision to put the Customer first
• Understanding the importance of culture across all departments to drive a CX mindset
• Re-define key KPIs to bring a Customer perspective to measuring success

• Customers are expecting increased digital solutions – what is your organisation’s roadmap to fully digitise services?
• What is missing at the heart of customer engagement and how can digital technology complement this pursuit?
• CX moment of truth: Benchmarking excellence with claims experience
• How can insurers continue to address the challenge of cost while committing to deliver customer-centric experiences?

• The importance of digital transformation and its positive impact on customers
• Finding ways to empower customers at different touchpoints in their claims journey
• Getting digital transformation right – Striking a balance between digitisation, claims experience and the human empathy component