CONFERENCE DAY ONE: TUESDAY 19 MAY 2020
8:00 am - 8:45 am
Registration & Coffee & Tea
8:45 am - 9:00 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
Ms Judith Field -
Chief Marketing Officer,
FWD Insurance
Mr Walter de Oude - Chief Executive Officer, Singapore Life
- 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
Reinventing Conventional Insurance Offerings – The Game Changer to Winning New Customers and Revenue Sources
Dr Patrick Chin -
Head of Digital & AI Practice, Global, Head of Branding & CX, Global,
Sompo
- Meeting changing customer expectations and preferences on products, services and pricing
- Launching and modifying products at scale via multiple digital platforms
- Insurance at the intersection: Repositioning the brand and redesigning operating models
11:45 am - 12:15 pm
“Today is the First Day…” – How Wellness is Enhancing Opportunities for Value Creation and Growth
Mr Abraham Lucas -
Head of Business Development – Vitality,
AIA Group
- How is the move to real-time services changing customer demands and product expectations?
- What does a rapid expansion in the volume and quality of customer engagement mean for insurance services?
- Creating a vision for the integration of new and existing services through customer-facing applications
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 ChatbotsRoundtable B
2:00 pm - 3:30 pm Streamlining Policies and Claims Processing with Intelligent Automation Mr Andy White - Chief Underwriting Officer – Asia, QBE Asia
Roundtable C
2:00 pm - 3:30 pm Investing in CRM Tools to Elevate Customer ExperienceRoundtable D
2:00 pm - 3:30 pm Unlocking Business Growth and Scalability through Operational Excellence Ms Lay Hoon Tan - Chief Operating Officer, Manulife
Roundtable E
2:00 pm - 3:30 pm Using Predictive Analytics to Maximise Upsell and Cross-Sell OpportunitiesRoundtable 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
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
