Insurers have more customer data than ever – policy history, claims interactions, digital behaviour, life events – yet many still engage policyholders with the same broad, one-size-fits-all messaging. The result is not just missed retention and cross-sell opportunities, but avoidable friction at renewal, inconsistent support during claims, and a growing gap between what insurers know about customers and how they act on it.
This roundtable will explore how insurers can move beyond static segmentation towards AI-powered, next-best-action engagement. Together, we’ll discuss how behavioural insight, journey data and real-time intelligence can help insurers anticipate customer needs across the policy lifecycle – delivering more relevant, personalised experiences while maintaining compliance, governance and trust.
Take part in an exclusive, closed-door conversation with your fellow senior leaders, conducted under the Chatham House Rule. This private 60-minute session is dedicated to open, honest dialogue about the market’s most pressing challenges and emerging opportunities.
Attend to gain insights on:
- Moving beyond traditional segmentation to real-time, AI-driven engagement
- Using behavioural and journey data to deliver next-best-action experiences across the policy lifecycle
- Personalising customer engagement at scale while maintaining governance and compliance
Welcome and participant introductions
Discussion
- From claims to customer support: where does traditional segmentation still work, and where does it break down at the moments that matter most?
- Signals in the noise: how can AI help insurers use behavioural and journey data to identify moments that matter?
- From insight to action: what does AI-driven “next-best action” look like in practice across acquisition, servicing and retention?
- Personalisation with proof: how can insurers scale relevant engagement while staying within compliance and data governance guardrails?
- Connecting the silos: how can customer, marketing, digital and claims teams share a single view of intent to avoid conflicting or redundant outreach?
- The value of getting it right: what’s the measurable impact of personalised engagement on retention, cross-sell, claims satisfaction and customer lifetime value?
Closing remarks
(60 minutes)
Speakers:
Jenna Shanks
Strategic Transformation & Optimisation Lead, AI & CX
NiCE
Request an invitation
This roundtable is designed for senior figures working across insurance.
Fill in this form if you meet the above criteria and would like to participate in the discussion on 4 November. All invitation requests will be vetted and approved (or declined) by the organiser.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
