WEBINAR
From data to action: the next era of personalised customer engagement
Moving beyond segmentation in insurance to deliver value at every touchpoint
7 October | 11am BST | Online
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 webinar will explore how AI and behavioural insight are enabling insurers to move beyond static segmentation towards real-time, next-best-action engagement. In particular, when anticipating what policyholders need across renewal, servicing, claims, complaints and vulnerable customer journeys — helping frontline, digital and marketing teams respond with appropriately personalised support, while keeping auditability and compliance guardrails firmly in place.
- Why traditional segmentation models are falling short of policyholder expectations
- How behavioural and journey data can power next-best-action engagement across the policy lifecycle
- What next-best-action engagement looks like in practice, from proactive support to retention and cross-sell
- How insurers can personalise at scale while managing compliance and data governance risk
- 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?
Panellists include:
Virginie Faucon
Global Head of Marketing and Brand
AXA Health
Tom Arnold
Data Director
Animal Friends
Brendan James Smith
Audience and Activation Lead, Marketing Centre of Excellence
Aviva
Laura Malinsky
Director, AI Solutions
NiCE
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.
