Miami, 15-18 October 2018

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Pre-Conference Workshop Day: October 15 | Post-Conference Workshop Day: October 18

Day One
Tuesday 16 October 2018

Day Two
Wednesday 17 October 2018

Synopsis

15-Oct – Workshop A – Spanish only, no interpretation

16-Oct – Conf Day 1 – English and Spanish interpretation

17-Oct – Conf Day 2 – English and Spanish interpretation

18-Oct – Workshop B – English and Spanish interpretation

08.00
Registration

08.30
Meet & Greet

Synopsis

Enjoy a breakfast snack and connect with fellow attendees

09.00
Chairman´s Opening Address

CUSTOMERS, INNOVATION & REAL VALUE STRATEGIES

09.05
Transforming a “Traditional Sales Focused Strategy” into a New “Customers and Shareholders Value Strategy”

Synopsis

Critical aspects to validate a winning strategy – where to play and how to win

  • Focusing on the basic questions such as “why should a customer buy from us instead of buying from a competitor?”
  • Switching from a “sales driven organisation” to a “customer driven organisation”
  • Customer persistency: customer loyalty versus customer retention
  • Analytics and predicting modelling in action by segment – propensity to buy and to pay
  • Distribution channels focused on “volume” versus “value”

Plus
Industry Poll – Results Presentation
What is your current and expected share of digital channels in your sales process?

09.45
How Consumers Are Driving Innovation in the Mass Insurance Market

Synopsis

Making innovation and customer centricity the core of your Value Proposition

  • Shifting from a product to customer approach
  • Adapting your internal processes to deliver new value propositions / products and services
  • Understanding the new consumer and the implications across the value chain

10.25
Coffee and Networking Break

Synopsis

Stay energized and refreshed while networking with fellow attendees

10.45
Mass Insurance and Technology Convergence

Synopsis

B2C, B2B and B2B2C new paradigms

  • How are B2C, B2B and B2B2C consumers reacting to the various emerging technologies
  • How are these symbiotic relationships evolving
  • Technology future effects – what should you expect

11.20
Panel Discussion – Digital Platforms to Optimize Customer Engagement and Claims Management

Synopsis

  • Strategies to enable a more comprehensive culture of health to decrease health plans
    operational and claims costs
  • How wellness programs, wearables, and mobile apps can help companies reduce claims
  • Improving the leads commutation by using warm-up e-mails to target customers into digital strategies
  • Optimizing the sales and marketing funnel
  • Claims administration and payment efficiency – decreasing the volume of calls and errors and optimizing performance

DATA ANALYTICS IN PRACTICE

12.00
Using Data Analytics in Practice – Insight-Driven Customer Experiences and Offers to Customers that Need Insurance Products the Most

  • Thiago Henrique Soares Regional Head of Analytics , Latin América, Chubb

Synopsis

Using analytics towards a data-driven customer engagement strategy, business scalability and sales growth

  • Working to grow the business through better data and analytics
  • Using data analytics to understand what are the right channels, time, offers and messages best aligned with your customer segmentation models
  • Creating personalized, real value and indispensable products and services for your customers
  • Assigning the right leads to the appropriate agents to optimize available leads on DM (direct campaigns)
  • Identifying candidates for sales rep positions that are likely to stay onboard and be effective
  • Using connected smart devices and usage-user for advanced connected intelligence and churn rate improvement

12.40
Networking Lunch

Synopsis

Enjoy a lunch buffet and connect with fellow attendees during this extended lunch break

13.45
Roundtable Interactive Discussions – 2nd Rotation of Roundtables of Day 1

Synopsis

Hear about & share real “war stories” from the actual front

AUTOMATION & CONNECTIVITY

14.35
Smart Automation Processes – Accelerating Connectivity & Profitability

  • Abhishek Breja Former Vice President (Corporate): Head of Transformation, Global Delivery and Artificial Intelligence, Assurant

Synopsis

Artificial Intelligence, machine learning, robotic automation, natural language, and processes automation impact on your business

  • Automation solutions – which to implement, where, how and why?
  • How smart automation can assist product creation of true value to customers, improve the overall customer experience and accelerate cost reduction
  • How smart automation is supporting / leading an overall organizational change
  • Mass market insurance automation case studies

15.15
Coffee and Networking Break

Synopsis

Stay energized and refreshed while networking with fellow attendees

THE CYBERSECURITY AGENDA

15.35
How High Up is Cyber Security in Your Agenda?

Synopsis

Keeping safe in an increasingly @ risk digital era

• How interconnected technologies – cloud platforms, telematics, wearables, mobile apps, IoT – can expose your enterprise and products to greater cyber risks
• Understanding security risks across multiple channel touch points, and distribution channels that are not proprietary
• Cybersecurity risks and data privacy – avoiding cybercrime costs and reputational damage
• The need for behavior change – educating your workforce and customers on data privacy and cybersecurity practices

ECOSYSTEM FOR THE FUTURE

16.15
Building an Industry Ecosystem for the Future

Synopsis

Creating a platform for collaboration, long-term innovation and growth

  • Creating or joining new cross-industry ecosystems to facilitate end-to-end buying experiences for your customers
  • Facilitating relationship-building between your organisation and your traditional and new digital partners
  • Upping your game to improve your credibility as a valued, “natural” partner of choice – by improving your digital, customer-centricity, customer data management and contact centres’ capabilities

SEGMAS 2019 LAUNCH – NEW YEAR, NEW US

16.55
Draw of a SegMas 2019 Complimentary Entry Pass & Revelation of SegMas New Look

Synopsis

SegMas new logo will be revealed onsite and exclusively to you

  • SegMas 2019 date will be announced
  • SegMas 2019 free ticket to attend next year’s 2-day conference and 2 workshops will be allocated

Stay with us, you may just be that lucky winner!

17.10
Chairman´s Closing Remarks and End of Conference