Insurance Innovators TV Webinars


Meeting the demands of next-gen digital-savvy customers

Leveraging digital to close the customer expectation vs experience gap




Our panel of experts are leveraging the power of fully integrated digital platforms – purpose-built for the cloud – and building flexibility and agility into digital transformation projects in order to close the customer expectation gap and future-proof their businesses for the long term.


Panellists confirmed

Melanie Kill

Claims Transformation Director, AXA

Natasha Okane, Unum | Insurance Innovators

Natasha O'Kane

Head of Digital Transformation, Unum

Anne Marie Collins, Liberty Mutual Insurance | Insurance Innovators

Anne Marie Collins

Head of Customer Experience I Western European Market – Strategy & Transformation, Liberty Mutual

Ruth Fisk

Ruth Fisk

VP of Strategy, Insurance, Smart Communications

Rene Schoenauer, Guidewire | Insurance Innovators

René Schoenauer

Director, EMEA Product Marketing, Guidewire

At a time when these customers’ expectations are skyrocketing, there is no greater moment than the present for Insurers to adapt and accelerate change, to meet the demands of next-gen digital-savvy customers. These days we can get nearly anything we want at a touch of a button – everything except perhaps most insurance products. Legacy applications and age-old practices have often prohibited Insurers from making it simple and quick for consumers to purchase insurance cover. This also restricts Insurers from delivering rich and sustainable customer experiences – hampering their ability to attract and retain new business.


  • Meeting the demands of next-gen digital-savvy customers: where are insurers currently falling short and what more must be done?
  • To what extent is the disconnect between customer-facing digital transformation and legacy systems affecting customers?
  • Avoiding piecemeal technology adoption: how can insurers create a long-term CX vision for digital innovation, transformation and change?
  • Leaning into next-gen customer communication – how can insurers best leverage new digital technologies to offer hyper-personalised customer experiences? And effectively scale these across the business?
  • Exploring the opportunities of fully integrated, cloud-based digital platforms: how and where are we seeing these being used most effectively?
  • The power of data to close the customer expectation gap: how can insurers best use AI, analytics and new data sets to make informed and relevant offers at the appropriate moments?
  • Futureproofing the business: how can insurers build with flexibility and agility in mind to create a long-term vision for digital transformation and meet the demands of the customers of the future?

Sponsored by:

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About Smart Communications

Smart Communications is a leading technology company focused on helping businesses engage in more meaningful customer conversations. Its Conversation Cloud™ platform uniquely delivers personalized, omnichannel conversations across the entire customer experience, empowering companies to succeed in today’s digitalfocused, customer-driven world while also simplifying processes and operating more efficiently. Smart Communications is headquartered in the UK and serves more than 650 customers from offices located across North America, Europe, and Asia Pacific. Smart Communications’ Conversation Cloud platform includes the enterprise-scale customer communications management (CCM) power of SmartCOMMTM, forms transformation capabilities made possible by SmartIQTM and the trade documentation expertise of SmartDXTM. In 2021, the company acquired Assentis, a leading European software solutions provider specializing in customer communications management (CCM) with a focus on the financial services industry.

To learn more, visit

Sponsored by:


About Guidewire

Guidewire is the platform P&C insurers trust to engage, innovate, and grow efficiently. We combine digital, core, analytics, and AI to deliver our platform as a cloud service. More than380 insurers, from new ventures to the largest and most complex in the world, run on Guidewire. As a partner to our customers, we continually evolve to enable their success. We are proud of our unparalleled implementation track record, with 1,000+ successful projects, supported by the largest R&D team and partner ecosystem in the industry. Our marketplace provides hundreds of applications that accelerate integration, localization, and innovation.

For more information, please visit

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