30 July - 02 August, 2018
Hilton Singapore, Singapore

CONFERENCE DAY TWO: WEDNESDAY 1 AUGUST 2018

CONFERENCE DAY TWO: THURSDAY 28 JUNE 2018

8:00 am - 8:45 am Registration & Coffee & Tea

8:45 am - 9:00 am Chairman’s Opening Remarks

BRIDGING CUSTOMER EXPERIENCE GAPS

9:00 am - 9:30 am Omni-Channel Integration to Orchestrate High Value Customer Experiences

·      The importance of end-to-end customer visibility for an effective omni-channel strategy
·      Identifying and bridging gaps in customer interactions across online and offline platforms
·      How can you build a true omni-channel experience across the customer journey?
·      Routes to creating a 360 degree view of the customer across all departments and channels
·      Integrating customer databases across life, general and group for comprehensive and real-time insights
·      Leveraging data insights to transform customer engagement and maximise customer lifetime value
img

Yuhui Yao

Group Vice President, Head of Customer Analytics & Behavioural Insights
FWD Insurance

img

Glenn Lim

Regional Senior Director, Customer Experience Design & Engineering
Manulife

img

Sebastian Schuez

Head of Customer, Distribution & Market Development – Singapore
Zurich Insurance Company

10:15 am - 10:45 am The Power of Analytics: Data-Driven Personalisation to Engage Tomorrow’s Consumers

·      Analysing data and segments for advanced customer insights to drive product and service differentiation
·      Building customer loyalty with hyper-personalisation
·      Harnessing the potential of real-time data analytics in insurance

10:45 am - 11:30 am Speed Networking & Morning Refreshment Break

11:30 am - 12:45 pm Roundtable A - Modernising Legacy Systems in Insurance

11:30 am - 12:45 pm Roundtable C - Utilising Chatbots to Drive Agent and Customer Engagement

11:30 am - 12:45 pm Roundtable B - Digitising Front and Back-Office Operations

11:30 am - 12:45 pm Roundtable D - Adopting a Mobile-First Strategy to Drive Digital Transformation

12:45 pm - 2:00 pm Networking Lunch

CUSTOMER-CENTRIC PRODUCT INNOVATION

2:00 pm - 2:30 pm Developing and Piloting New Insurance Products to Capture Market Share

Juliana Chua, Head of Digital Transformation,NTUC Income
·      Disruption in the digital age: How have customer expectations and requirements evolved?
·      Finding market niches and identifying opportunities for customised insurance products
·      Conceptualising, trialing and fast tracking the rollout of digital products
img

Juliana Chua

Head of Digital Transformation
NTUC Income

2:30 pm - 3:15 pm INSURETECH PANEL: Pushing New Frontiers in Product Innovation to Drive Sustainable Business Growth

Ashley Kee, CEO & Co Founder,Bandboo
·      How are Insurtechs disrupting and transforming the insurance industry?
·      Tapping on operational integration and synergies to access new markets and customer segments
·      Strengthening business foothold in key markets and delivering value beyond traditional insurers
img

Ashley Kee

CEO & Co Founder
Bandboo

3:15 pm - 3:45 pm Beyond Insurance Partnerships: Forming Strategic Partnerships to Promote Product Innovation

Mike Eksteen, Vice President, Chief Digital Officer, Asia Pacific,Chubb
  • Rewriting the traditional roles of insurance with non-insurance partnerships
  •  Leveraging customer and partner-centric platforms to explore new business opportunities
  •  Strengthening business foothold in key markets as a lifestyle and wellness provider
img

Mike Eksteen

Vice President, Chief Digital Officer, Asia Pacific
Chubb

3:45 pm - 4:15 pm Afternoon Refreshment Break

MONETISING INSURANCE PARTNERSHIPS

4:15 pm - 5:00 pm PANEL: Enhancing Profitability through Bancassurance Success: Partnership, Innovation and Alignment

Alex Tay, Head of Strategic Development, Bancassurance,Manulife
·      Reinventing bancassurance for the digital generation
·      New dynamics of a cost-effective and win-win bancassurance partnership
·      Devising a cohesive multi-product and multi-channel strategy to target, acquire and convert customers
img

Alex Tay

Head of Strategic Development, Bancassurance
Manulife

5:00 pm - 5:30 pm CLOSING KEYNOTE: Emerging Ecosystems: Successfully Driving Collaborative Innovation with Insurtechs

·      Cultivating a start-up mindset to push the innovation envelope
·      Working with Insurtechs to create on-demand product offerings
·      Winning over next generation customers with design thinking

5:30 pm - 5:40 pm Chairman’s Closing Remarks & End of Summit