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?
Virginie Faucon
With more than 20 years of experience, Virginie Faucon leads Customer, Marketing, Insight & Brand for AXA Health International, driving growth across more than 10 markets. Her success in repositioning brands and leading international transformation means her expertise is sought after by boards and marketing professionals alike.
Brendan James Smith
Brendan James Smith is a Paid Search Manager at Aviva, where he manages high-budget PPC campaigns across Google Ads, Microsoft Ads and SA360. His expertise in large-scale paid search means his knowledge is sought after by marketing teams and digital professionals alike.
Shaun Hewitt
Shaun Hewitt is an experienced sales and customer engagement leader with more than 20 years’ experience helping organisations turn technology, training and strategy into measurable commercial results. At NiCE, he works with businesses to improve customer and employee experiences through smarter, more effective ways of working. Shaun brings a practical perspective on digital transformation, AI-enabled engagement and operational excellence, helping insurers respond to evolving customer expectations while creating sustainable business value.
Who's speaking:
Virginie Faucon
Global Head of Marketing and Brand
AXA Health International
Brendan James Smith
Audience and Activation Lead, Marketing Centre of Excellence
Aviva
Shaun Hewitt
Senior Accounts Executive, AI
NiCE
Lindley Gooden
Moderator
Panellists include:
Virginie Faucon
Global Head of Marketing and Brand
AXA Health
Brendan James Smith
Audience and Activation Lead, Marketing Centre of Excellence
Aviva
Shaun Hewitt
Senior Accounts Executive, AI
NiCE
Lindley Gooden
Moderator
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.
Upcoming event:
Insurance Innovators Summit
Join 2000+ senior attendees at Europe’s most senior, insurer-led conference
FAQ
Anyone shaping how insurers engage policyholders: CX, marketing, claims, data and AI, digital, and compliance teams.
How AI and behavioural insight help insurers move from static segmentation to real-time, next-best-action engagement across renewal, servicing, claims, complaints and vulnerable customer journeys, while keeping auditability and compliance in place.
Yes. Registration is free – joining details will be sent to the email address you register with.
The broadcast is live for an hour on 7 October 2026, 11am BST, online. A joining link goes out to everyone who registers ahead of the session.
Yes. The recording is sent out on demand after the webinar to everyone who registered.
Virginie Faucon, Global Head of Marketing and Brand, AXA Health International; Brendan James Smith, Audience and Activation Lead, Marketing Centre of Excellence, Aviva; Shaun Hewitt, Senior Accounts Executive, AI, NiCE.
Yes – you can email us your question ahead of time, or ask it live on the day.