Insurance 2025: The Evolution of the Bots
Customer experience and claims in the age of virtual assistants and chatbots
- The evolution of the bot: what capabilities and opportunities will AI create?
- Where will the main use-cases for chatbots and virtual assistants lie?
- The impact of chatbots and virtual assistants on the customer interface
- Designing bots that delight the customer: strategies for success
- What features, characteristics and personalities should bots be given?
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Parul is Head of EU New Business & AXA NEXT Labs-Europe at AXA UK Group. She is responsible for Inorganic and Innovation strategy across Group’s General Insurance, Health, and Asset Management businesses. She member of the AXA UK Seed Fund Investment committee which invests in Fintech, Insurtech and Digital Health start-ups for the AXA Group.
Parul is a Financial Services and PE specialist who has worked in UK, Germany and India. She is a mentor at The Duke of York Pitch@Palace and Mayor of London’s International Business Partnering Programme. She is on the Expert Panel for FinTech 50 Europe.
Parul is member of Women in Investing and Careers Advisory group of CFA Institute.
Investor turned entrepreneur, Dylan was in strategy consulting and private equity before he left his job to rethink insurance for the consumers’ benefit.
Frustrated by the insurance sector’s focus on profits rather than consumer needs, Dylan launched so-sure to disrupt the stagnant insurance industry. so-sure’s Social Insurance model provides its customers with better and up to 80% cheaper insurance.
Dylan has an MBA from Harvard, MEng from Bristol and a Diplome d'Ingenieur from ENSAM (France).
Rod is insurance expert at uSwitch.com. uSwitch.com provides insurancebased price comparison services to customers, insurers and brokers alike. Having previously worked for Towergate Insurance and GoCompare.com he is in the unique position of having a balanced viewpoint on the industry and the challenges it is facing.
uSwitch is the UK's number one comparison and switching service for energy and broadband. Its role as a consumer champion is to use its expertise to simplify the market for consumers and helped them make informed decisions. As uSwitch grows its reputation in the Insurance sector Rod has a strong desire to help customers understand their Insurance needs through offering clear, simple, honest advice without the need for marketing gimmicks.
Mark is Digital Strategy Director, International at Guidewire. Mark has over 30 years’ experience in the insurance, financial services and related industries, with a particular background in underwriting and broking, having started his career as a commercial underwriter at Royal Insurance (now RSA), specialising in complex commercial risks. Mark leads Guidewire’s product strategy and customer engagement approach in EMEA, ANZ and Southeast Asia.
He has previously served in senior roles for Target Group and SSP in the UK, and has a background in underwriting and broking, having started his career as a commercial underwriter at Royal Insurance (now RSA), specialising in complex commercial risks. Mark is an insurance person by trade, and was drawn to a career in the software industry by a fascination with the opportunity to dramatically impact business process, and enhance the customer experience, through the application of technology.
As part of Guidewire’s ongoing investment in strategic initiatives, Mark’s role is to work with Guidewire customers, along with industry specialists, in ensuring key business issues are fully addressed by Guidewire solutions.
Lindley Gooden is a journalist and filmmaker who has worked at the very top levels of British broadcasting and news since the early 1990s.
He has worked in national radio and television as:
- A Senior BBC Journalist
- A presenter on channels as diverse as BBC One, Radio 1, BBC Three and Five and a range of other national and regional radio stations.
- The Consumer Affairs Correspondent on Sky News and Five
Prior to his years in the national media, he was known as the most successful Head of News in local commercial radio – launching new services and dramatically raising audience share and reach, using tools that have since been adopted by radio groups across the UK.
Lindley now works with companies, charities, government and other organisations creating and delivering their own media needs.