November 5, 2012
6:30 am - 7:30 am
7:30 am - 7:45 amWelcome & Introduction: Insurance Redefined - Shaping a New Industry Model SpeakersGreg MacSweeney
, Editorial Director, InformationWeek Financial ServicesNathan Golia
, Associate Editor, Insurance & TechnologyDownload presentation
7:45 am - 8:15 amIt's All About the Customer: The Customer Experience PayoffCustomer-centricity is far from a new buzzword in insurance, but for many years it was more about rhetoric than reality at many institutions. But in today's interconnected, on-demand competitive environment, providing a positive multi-channel customer experience isn't discretionary – it's essential to revenue generation, market share growth and the strength of the brand. Hear how one innovative insurer is rethinking how it analyzes and characterizes its customers – resulting in a more targeted, responsive and ultimately productive customer experience.
- Making the business case for customer experience investments.
- Lessons for insurers from retailing and other industries.
- The opportunity for marketing/IT collaboration to improve customer experience.
- Enabling the ability to creating the right experience for each customer across multiple channels.
Rick Roy, SVP & CIO, CUNA Mutual
8:15 am - 8:45 amPut to the Test: Hurricane Sandy's Lessons on Business ContinuityWith each major event during the last decade, the insurance industry has found ways to improve it business continuity capabilities. September 11, 2001 was a wake up call as to the mission-critical nature of effective business continuity/disaster recovery planning and capabilities in major urban areas. Subsequent events, such as Hurricanes Katrina and Ike exposed remaining weaknesses, but others, such as Hurricane Irene may have lulled carriers into a false sense of security with regard to magnitude of threats and the extent of insurers' exposure to them.
- Setting the baseline for BC/DR -- Is there a new minimum?
- Perfect versus "good enough" -- Resource tradeoffs.
- Implications for infrastructure -- The appeal of virtualization.
- Rethinking redundancy -- How far away must a backup facility be?
Chuck Johnston, Research Director, Insurance, Celent
Ellen Fecteau, CIO, Liberty International Underwriters
Stuart Tainsky, CIO, PURE Insurance
ModeratorAnthony O’Donnell, Executive Editor, Insurance & Technology
8:45 am - 9:15 amInsurance Core Systems: Obstacle or Enabler of a Superior Customer Experience?Much of the discussion around core systems modernization in insurance has been around the opportunities to simplify and streamline - to reduce systems complexity and stream transactions. While those requirements are important, they can't be ends in and of themselves. If efficiency comes at the expense of a good customer experience (whether that customer is a prospect, existing policyholder, or agent/distributor), the investment in a new policy administration, claims or billing system is a waste. This is an especially critical concern for claims management, where consumerization is creating new expectations among customers, as well as new opportunities for carriers to differentiate themselves. How can insurance companies ensure that their investments in modern claims and policy admin systems also provide the foundation for true customer-centricity?
- New thinking about the claims experience.
- Effectively incorporating the mobile platform.
- Creating a customer-oriented technology architecture.
9:15 am - 9:30 am2013 Industry Priorities 9:30 am - 10:00 amView from the CMO: The CIO's Most Powerful AllyIt's no secret that marketing has become increasingly digital over the past decade, and many of the most popular technology revamps or implementations at insurance companies have been about digitally enabling the marketing and sales organization: mobile enablement of distributors, "big data" collection and analytics, and building out social media presences. This sea change has brought chief marketing officers and chief information officers closer than ever, with the former proposing an increasing number of IT projects and the latter seeing more opportunities to demonstrate the value of technology to the enterprise through measurable results from those projects.
Michael Babikian, CMO for Transamerica Brokerage, the distribution arm of life insurance carrier Transamerica, will discuss how these two aspects of the C-suite work together to:
- Facilitate innovation within the organization
- Translate these projects into measurable growth, and
- Improve the customer experience
10:00 am - 10:15 am
10:15 am - 11:45 am
One-on-One Sponsor Meetings
12:00 pm - 1:00 pm
12:00 pm - 6:00 pm
Networking & Recreational Activities
7:00 pm - 8:00 pm
Insurance & Technology's 2012 Elite 8 Awards Cocktail Reception
8:00 pm - 10:30 pm
Insurance & Technology's 2012 Elite 8 Awards Ceremony & Dinner
(sponsored by Tata Consultancy Services)