We’re only a few weeks away from Insuretech Connect 2022 and every chat I have these days seems to start or end with “Will you be at ITC?” My answer, of course, is yes. And while we all know that the networking at the event is fast and furious, there’s also a conference happening with some great content available.
In my experience,ITC is a great place to learn what carriers, insurtechs and vendors have brewing for the coming year and a good time to take the pulse of the industry at large. These are the (mostly) customer-experience-related sessions I’m most interested in and will be carving out time in between meetings to attend.
1. Digital Business with a Human Touch – Key Ingredients for Delivering Differentiated Sales, Service, and Claims Experiences
- When: Wednesday, September 21: 11:10am – 12:00pm
- Who: Martina Conlon – Head of Property/Casualty, Aite-Novarica Group; Partha Srinivasa – EVP & Chief Information Officer, Erie Insurance; Raghu Aithal – VP –Client Partner, Value Momentum
In a world being transformed by tech, keeping humans at the forefront of the experience is key to making the most of the digital transformation. In fact, it’s something we here at Cake & Arrow specialize in, as we strive to place people at the heart of all of our design and innovation work. We’ll be interested to get the panel’s take on how (and if) they are using user-centered research and design to humanize digital experiences – and how they are going about getting it done quickly, despite so many companies still bound by legacy chains.
2. Mapping out Customer Journeys for Better Customer Experience
- When: Wednesday, September 21: 2:00 – 2:35pm
- Who: Adam Erlebacher – CEO & Co-founder, Fabric; John Swigart – CEO, Pie Insurance; Rabih Ramadi – Global CRO & Co-Founder, Unqork; Tiffine Wang – Partner, MS&AD Ventures
The pandemic brought about an unprecedented shift in customer needs, expectations, and behavior that few could have anticipated, bringing new urgency to understanding the customer journey. While there are a variety of methods and approaches for going about customer journey mapping, we know first hand that all of them start with research. Given our extensive experience in uncovering customer insights through research, using them to customer journey map, and ultimately design and bring best-in-class customer experiences to life, we’re especially excited to hear from Fabric CEO Adam Erlebacher about how Fabric used user insights to better understand their customer and design an innovative and empathetic new insurance product.
3. The Insurer/Distributor Interface: Where Insurtech is Going Next
- When: Wednesday, September 21: 2:40 – 3:00pm
- Who: Adrian Jones – Partner, HSCM Ventures
Simply put it’s been an up and down year for insurtechs—with big layoffs, notable M&A deals, and a lot of uncertainty. That combined with many new announcements on embedded insurance partnerships should make for an interesting reading of the crystal ball in this session.
4. Ask me anything: Attract and Retain Distribution Partners: Personalize the Digital Relationship with Agents and Brokers
- When: Wednesday, September 21: 3:05-3:40pm
- Who: Marco Navega – Chief Information Officer, Zurich; Kate Gingras, JD – Insurance Lead, OutSystems
Over the years we’ve done a lot of work with carriers to help them improve digital experience for agents and recently published thought leadership around how insurance carriers can empower and enable agents to build better relationships with their customers. That said, there are bound to be some interesting insights on the core vs. context conundrum. What makes you different? Focus on that, and let others help with the rest.
5. Beyond a Vision: The Design, Challenges, and Empathy Behind a Straight-through Strategy
- When: Thursday, September 22: 12:30-1:15pm
- Who: Shivani Govil- Senior Vice President and Chief Product Officer, CCC Intelligent Solutions
Data and Bots and Web3.0…oh my! Technology is amazing, and complicated, and scary but can enable some really cool user experiences when developed alongside the users it impacts. This one is a good example of “just because you can build it should you?” Maybe the answer is “you should … but how?”
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If you will be attending ITC this year, I’d love to connect and am always game to discuss your user experience challenges and creative ways to partner on digital initiatives. You can schedule time with me at the conference here.
