The New Customer Insight Paradigm in Insurance
The power of a 360° view
With today’s technology, it is increasingly possible to have a crystal-clear understanding of customer behaviour. There’s now the chance to predict for, tailor to and eventually delight customers, driving loyalty for years to come.
Tune in to learn how our experts are going to use data and analytics to truly engage their customers, where automation is going to impact the industry most and the ways our panel are going to keep the human touch at the heart of all of these changes to never lose sight of a 360° customer view.
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William Trump is the Chief Behavioural Officer in Swiss Re's Life Capital division. His career started in data analytics, where he pioneered the development of "pre-approved" life insurance through predictive underwriting. Fascinated about the quirks of human behaviour, Will then helped set up Swiss Re's Behavioural Research Hub 6 years ago, which has now run over 200 trials with insurers around the world, bringing insights from behavioural economics to help insurers optimise their business through rigorous test & learn.
Jeremy has worked in insurance for over 25 years – holding various roles across underwriting, sales, innovation and claims. Starting as an underwriter at Commercial Union, Jeremy progressed through a variety of underwriting and account management roles before taking over running the Aviva sales and underwriting team in Maidstone in 2003.
He moved across to Allianz in 2006 to run both the local Sales and underwriting and Small business team before taking his first head office role in Innovation and Strategy in 2009. He did this for 3 years before joining claims as the Claims operations manager for Allianz – running 5 sites including their offshore site in Trivandrum in India. After 8 years in this role and nearly 15 years at Allianz, he has recently joined Ecclesiastical as their Claims Director.
Jeremy is also heavily involved at the CII – having sat on the Claims Faculty for 6 years before taking on the Chair in 2017. In 2019, as the faculty moved into the Society of Claims Professionals, he became its first Non-Executive Director.
Jeremy is passionate about strong customer service and employee advocacy, looking to use technological enhancements to improve both!
David has over 30 years' experience in general insurance roles including Chief Commercial Underwriter at one of AXA's largest branches, Reinsurance Manager, Casualty Insurance Manager, before moving to lead AXA's Personal and Commercial Claims teams.
David returned to underwriting as Managing Director, Underwriting, and now has a broader role as part of AXA’s general insurance businesses in the UK. He was heavily involved in the Government and ABI responses to the 'Liability Crisis' just after the Access to Justice Act and continues his lobbying work on behalf of the insurance industry.
David leads AXA’s work on Connected & Autonomous Vehicles, including work with five Government backed Consortia (including Venturer, UK Autodrive, & Flourish). He sits on the Association of British Insurers GIC and is Chair of the Autonomous Driving Group. He also Chairs RISCAuthority, the CII Underwriting Faculty, and is a Board Member of the Fire Protection Association.
He is an outspoken critic of claims farming, credit hire, high legal costs and exaggerated whiplash claims. As well as operating at an Executive level within AXA Insurance, David is a Non-Executive Director of The Fire Protection Association, a former Vice President of the CII and Chair of the CII Underwriting Faculty. He is Chair of the ABI Autonomous Driving Insurance Group and Chair of RISC Authority, he also won the ‘Insurance Personality of the Year’ Award at the last British Insurance Awards, as well as awards for Claims Achievement and Social Media Influence.
Steve joined MarkLogic in 2019 as Chief Strategy Officer where he leads the strategic development of solutions designed to help insurance organizations solve integration challenges, enabling agility, cost reduction and customer satisfaction. During his 15 years in the insurance industry, Steve has been central to the development of one of the largest multi-payer claims databases in Healthcare Insurance, as well as leading IT data modernization projects and a large-scale claims automation effort resulting in close to a 300% YOY profit improvement.
Prior to joining MarkLogic, Steve held Senior Leadership positions at Discovery Health Partners, Change Healthcare, and MultiPlan.
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.