1. Main sponsor Session sponsors Exhibitor
CUSTOMER
ENGAGEMENT
in insurance
Achieving a customer centric, high interaction
engagement model that drives up performance
and builds competitive advantage
27th
September 2016 • etc Fenchurch Street, London
Ingrid Woodward
Global Customer
Operations
AIG
Keynote speaker: Speakers include:
Gillian Tomlinson
Chief Data Officer
RSA
Tim Buchanan
Group Digital
Director
Hiscox
Beatriz Montoya
Channels Marketing
Director
Simply Business
Ruth Polyblank
Head of SME
Chubb
Emma Huntington
Managing Director
of FutureYou
Zurich
Samantha
Smithson-Biggs
UKGI Transformation
Director
Aviva
THE
INSURANCE
NETWORK
FIRST 30 PLACES
£199 + VAT
Standard
rate £499 + VAT

2. Overview
Across the sector organisations are striving to increase customer engagement to drive the repeat business you
need to enhance market share and profitability – those that fail will be left behind. Following Brexit the race to
engage has intensified as customers and clients tend to choose the most trusted brands in uncertain times.
The key challenge is HOW to enhance engagement in today’s fast paced, fast changing, omni-channel digital
environment?
The customer engagement challenges are multifaceted and complex – there is no-one size fits all or one
final end point – meaning organisations need to continually review their engagement strategy to ensure it is
delivering ROI.
Critically, insurers and brokers still face operational and technological challenges - and cultural resistance - as they
move from a low touch model to a high engagement model: successfully tackling these challenges is the priority.
This conference explores how you overcome these key challenges in order to engage your customers in a way
that is efficient for you and delightful for them – building a platform for growth and driving future competitive
advantage and profitability… whilst still delivering positive bottom line results.
Key areas of focus for this year’s event include:
• How to engage customers on a more frequent and sticky basis, without increasing costs or complexity
within the organisation
• Discover the nuts and bolts of creating a customer centric organisation
• Delivering self-service to increase interactions and create new opportunities
• Building the infrastructure and culture needed to deliver this organisational transformation
Programme
Overcoming the strategic, operational and cultural
challenges to deliver a customer centric service
• Defining what a good customer journey and experience looks like
• Key operational challenges in realigning the organisation around the customer centric strategy
• Dealing with cultural resistance in order to drive through change
• The importance of diversity and leadership to deliver a high performance, customer focused culture
• Key challenges organisations need to address to ensure they survive and prosper in a digital age
Ingrid Woodward
Global Customer Operations
AIG
08:00 Registration, coffee and networking
09:00 KEYNOTE PRESENTATION, DISCUSSION AND Q&A
Sponsored by:
10:45 Coffee & networking in the exhibition area

3. 11.15 Delegates choose from one of the following two streams
STREAM 1
Data driven customer
engagement
Sponsored by:
CASE STUDY: How to harness the power of
data & analytics to create new opportunities
for customer engagement
• Achieving micro-segmentation through the use
of data and transforming this into actionable
marketing intelligence
• Building a customer knowledge system and
process to enable more frequent, better informed
engagement
• How have these initiates transformed the
customer experience and delivered ROI?
Gillian Tomlinson
Chief Data Officer
RSA
Exploiting new digital and social techniques
to improve engagement in an omni-channel
environment
• Moving away from commoditisation to customer
centric service
• Overcoming the challenges of enabling customers
to self-serve
• The tension between using customer data
innovatively to improve service whilst not being
intrusive
• Moving quickly and incorporating new insights to
give customers better products and prices - and
simplifying the on boarding process
Tim Buchanan
Group Digital Director
Hiscox
13.00 Lunch and networking in the exhibition room
STREAM 2
Moving towards a
customer centric, agile
operating model
Sponsored by:
CASE STUDY: Using design thinking and
co-creation to deliver engaging customer
experiences and a customer centric
organisation
• Determining who your customers are and what
are their needs?
• Designing a digital business that empowers
customers through interaction and
personalisation
• Earning the trust of your customers by being
relevant and engaging
• Co-creating with customer to transform the
experience across all channels
Emma Huntington
Managing Director of FutureYou
Zurich
FutureYou is a new digital, consumer business which empowers
customers with interactive and personalised ways of planning their
financial future.
Aligning tech, people and culture to develop
an operating model that drives successful
customer engagement
• Changing business processes to support the
customer engagement strategy
• Engaging the whole supply chain to ensure a
constant experience
• This is not an IT project - introducing technology
to support core competencies in meeting the
customer promise.
• How do you prepare both employees and
customers for change?
Olga Potaptseva
Head of Customer Experience and Insight
Domestic and General

4. 14.00 Delegates choose one of the following two panel discussions
PANEL DISCUSSION 1
Transforming the
customer journey
Sponsored by:
Customer expectations of how they should
be treated, over what timescale and through
which channels are continually changing.
This panel discussion explores what a good
customer journey is and how to achieve it
efficiently
Topics to be covered include:
• Transforming interactions into positive, value add
contact instead of just distress purchases, billing
and renewals
• Increasing customer retention & loyalty through
authentic engagement
• Dealing with both positive and negative digital
word of mouth feedback
• Driving innovation in all areas of the customer
experience
Andrew Clayton
Global Director of Brand and Customer
Experience
Bupa
Jon Lott
Customer Strategy and Experience Director
Swiss Re
15.00 Coffee & networking in the exhibition area
PANEL DISCUSSION 2
Successfully migrating
from a low interaction
to a high engagement
model
The key to driving engagement is your ability
to move from one-off, wide-net campaigns
towards targeted continual interactions that
drive long-term loyalty. However achieving
this is easier said than done. This panel will
explore the operational challenges and how
you overcome them
Topics to be covered include:
• Centralising data storage in order to provide a
seamless service
• Improving contact centre service by ensuring
those on the front line are equipped to deal
with the new digitally savvy and knowledgeable
customer
• Self-service challenges - is building infrastructure
that pools all products & interactions into one
platform for the customer to access whatever they
need the right approach?
• Providing excellent customer experiences at every
touch point in every channel – first time, every
time
Samantha Smithson-Biggs
UKGI Transformation Director
Aviva
Hans Evers
Chief Operations Officer, Europe HL&A
Cigna

5. Can we change to survive?
Can insurance successfully achieve customer engagement in a digital world?
3 expert panelists will present their vision of how customer engagement management is changing, how they are
responding and what the implications are for the insurance industry. The audience then joins the discussion through
a facilitated Q&A before drinks are served.
Topics to be covered include:
• How will what customers want from their insurers and brokers change?
• How will the service offering need evolving to meet those expectations?
• Do insurers have the skills and capabilities to succeed in the digital world?
• Will insurance companies just be the provider of capital rather than holding the key customer relationships?
• What is the likelihood of new players with existing customer relationships offering‘add-on’insurance as part of
their service? How big is the threat?
Mark Cliff
Executive Chairman
Brightside Group
15.30 Delegates choose one of the following two workshops
WORKSHOP 1
Achieving a single view
of the customer to drive
customer insight and
engagement
Sponsored by:
Integrating & leveraging new data sources
• Using customer journey mapping to drive
customer engagement
• Leveraging data to improve customer
engagement through personalisation
• Working towards a more consistent and holistic
representation of customer data within an
organisation
• Improving and maintaining the quality of data
you already have
Beatriz Montoya
Marketing Channels Director
Simply Business
WORKSHOP 2
Creating the operational
capabilities to enable
customer engagement
CASE STUDY: Developing a framework to
align people, culture and process to deliver a
consistent customer experience
• Achieving segmentation to more accurately tailor
the service to your customers
• Shifting the culture and attitude of the
organisation to drive good customer engagement
• Creating an authentic, personalised service for
your customers
• Listening to what customers want and
successfully using that data to improve the service
• Accepting when strategies have not worked and
learning from them fast
Ruth Polyblank
Head of SME
Chubb
16.40 CLOSING PANEL DISCUSSION
17.15 Drinks reception
Sponsored by:Simon Cooter
Commercial Lines
& HNW Director
Covéa Insurance
Jimmy Williams
Founder and CEO
MyUrbanJungle

6. With so many events
to choose from, why
come to ours?
We stick to a number of“golden
rules”that enable you to maximise
value from attending our events and
ensure you gain key insights from
other members of the audience as
well as the presenters:
Join The Insurance Network...
The Insurance Network is an exclusive community of directors from leading insurers and brokers who
benchmark, share ideas and network with their peers at conferences, panel discussions and breakfast
briefings.
Joining The Insurance Network as a member not only offers great value for money and time, it will also
keep you up to date with key business issues.
As a member you will benefit from FREE attendance at these conferences:
@
To discuss membership
call Phil Middleton
#ins_engage
020 7079 0270
www.the-insurance-network.co.uk
info@the-insurance-network.co.uk
• Customer Engagement in Insurance 27th
September 2016
• London Market Claims 2016 20th
October 2016
• Connected Devices and IoT 29th
November 2016
• TINtech London Market February 2017
• Strategic Claims 2017 March 2017
• TINdata 2016 May 2017
• TINtech 2016 June 2017
Plus priority attendance at: 3 Breakfast briefings 3 Panel discussions
Membership: £999 + VAT
• Only director level delegates in the audience
No junior managers or suppliers can attend as delegates to
ensure you discuss and benchmark with your peers
• Interactive format
By including dedicated time for discussion, reflection and
benchmarking you can pick up those invaluable learnings and
practical techniques from your peers
• No press, no transcripts – just honest, open discussion
Speakers will‘water down‘ their presentations if they
know there are press in the audience – that’s why we are
independent from any publication, have no press in the
audience and take no transcripts

7. Main sponsor
Transform From a Policy-centric Organisation into a Customer Centred Enterprise
Customers are better informed than ever before making it harder for insurers to keep and grow their profitable ones.
This new type of customer expects to engage with companies in whichever way suits them and for that engagement
to be consistent, irrespective of their chosen channel. None of these emerging demands are served well by the legacy policy driven systems of most
established insurers. Hitachi Solutions works with insurance companies around the world to help them migrate to new technology solutions that put
the customer and agent at the heart of the enterprise. Utilising Microsoft Dynamics CRM and Hitachi’s own insurance software, users of the system
have a complete 360° view of their customers, agents and other third parties and can market, sell, and service more efficiently, and cost effectively.
Your marketing, sales and service teams access the same system providing holistic information on individual customers including policy details, renewal
dates, claims history, preferences, etc. enabling superior customer engagement, providing the opportunity to cross-sell and up-sell and providing your
organisation with the information it needs to put the customer at the heart of everything you do. Marketers are able to build real time journey based
decisioning into all digital and personal channels to drive meaningful engagement in the manner and time most suited to your customers – whether
they are end customers, agents or intermediaries. Part of the highly respected Hitachi Group, Hitachi Solutions provides IT strategy and solutions based
on Microsoft Dynamics and other Microsoft technologies to some of the world’s largest organisations.With 200+ consultants in the UK and over 1000
globally, we are ideally placed to help insurance companies take advantage of the latest business solutions from Microsoft. www.hitachi.co.uk
Session sponsors
Communisis is an integrated marketing services company which improves communication between brands and their
customers. We create engaging content and deliver it across multiple customer touch-points; in digital, broadcast and print
channels. With headquarters in the UK and offices throughout EMEA, Communisis is one of Europe’s leading providers of
customer communications for major brands across insurance, FS, Utilities and Retail. Communisis has over 200 years of industry experience in
marketing, transactional and regulatory customer communications. Expanding and diversifying our skills in response to rapid industry changes,
we’ve built a service platform of unique strength and depth to become a tier one player in our sector, employing around 2,200 experts throughout
Europe and beyond.
Communisis is creating a unique organisation that brings together marketing strategy, data and multi-channel production expertise to enable our
clients to deliver a seamless customer experience across every touch point, throughout the lifecycle. We have a proven methodology of : Simplify,
innovate, grow. We help to Simplify – processes and communications; Innovate - communications, processes, deliver across omnichannel. Grow -
from efficiencies and effectiveness gained, in order to improve customer experience in a digital world. www.communisis.com
We help insurers across the globe to understand how they can turn their data assets into competitive advantage. Our
Master Data Management (MDM) solution enables you to create a single and trusted view of the customer across the
enterprise which is a critical enabler for any CRM or customer centricity strategy. By creating this golden view of the customer you can transform
your business by: improving service levels, prioritizing the retention of VIP customers, identifying cross-sell and upsell opportunities, driving new
product development, streamlining claims management and integrating newly acquired businesses at pace.
Our approach is centered on creating targeted outcomes for customers by translating MDM technology into industry specific use-cases. Recently
recognized by independent IT analyst firm – The Information Difference – as having the‘happiest customers’in the customer MDM market, make
VisionWare your partner of choice in unleashing the strategic and operational potential of your customer data insight. For more information: Email:
enquiries@visionware.com Website: www.visionware.com/uk
Our aim is simple – we help brands grow by communicating with their customers as individuals.
We proudly know more about the UK population than anyone else, and provide incomparable intelligence for all marketing
activity. As the UK’s largest independent data driven communications company, we combine data, knowledge and insight to
create more valuable consumer relationships, and champion the need to communicate with customers in a way that enhances
relationships, not destroys them! As with many things in life, it’s not what you’ve got, but what you do with it that counts. Our open, honest and
transparent approach helps brands to build stronger, more robust relationships with their customers. Why? Because a consumer that wants to
receive what you send them, is a responsive consumer. www.readgroup.co.uk
Exhibitor
Capita is one of the UK’s leading providers of services to the Insurance industry with solid expertise in claims
management services to large scale back-office administration and outsourced communications. We help clients
transform their customer experience by providing multi-channel communication solutions. We can receive and convert
data into personalised communications and send them via traditional mail or digital channels (such as email, text or augmented reality) –
leveraging existing and new touchpoints to enable organisations to engage with their customers in ways individuals choose.
As a partner Capita delivers insight, innovation and clarity in helping you to engage with your customers.
www.capita.com
Book online today – first 30 places only £199 + VAT

8.  Select your booking option & choose one of the 3 easy ways to register
www.insurance-engagement.co.uk
info@the-insurance-network.co.uk
020 7079 0270
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 Add the date to your diary. Closer to 27th
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Practitioners (Actively working for an insurer, broker or loss/claims adjuster. No suppliers please*)
First 30 places only £199 + VAT (standard rate £499 + VAT)
Special rates:
Member rate: FREE (annual membership £999 + VAT)
*For sponsorship and exhibition opportunities call Phil Middleton on
020 7631 0034 or email phil@the-insurance-network.co.uk
How to register...
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THE
INSURANCE
NETWORK
FIRST 30 PLACES
£199 + VAT
Standard
rate £499 + VAT