“The Digital Customer Experience”: Overview

Strategies for Successful Engagement

Metro Toronto Convention Centre — March 9-10, 2015


Conference Overview
Topics & Speaker Details
Agenda at a Glance

Photos from the Conference
Sponsor Directory

ICTC2015 was held Monday & Tuesday, March 9-10, 2015.
Our 2016 conference will be held Monday, February 29, 2016.

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“To achieve excellence, we can't compare ourselves to other insurers alone. We have to compare ourselves to Google for insight, to Facebook for engagement, and to Amazon for distribution.”
— a Canadian insurance marketing executive

Today's consumer is constantly raising the bar for sales and service. Just a few years ago, 24/7 service was optional. No longer. Consumers expect on-line customer self-service, at their convenience, not yours.

Leading companies improve themselves continuously. Customer satisfaction is a relic – engagement, innovation and constant improvement are the new benchmarks.

Technology is integral to the customer experience. The 2015 Insurance-Canada.ca Technology Conference (#ICTC2015) will provide you the information you need to create, execute, and support the digital experience your customers expect.

Brokers: We are pleased to advise that ICTC2015 will be accredited for the RIBO Continuing Education program. However, which sessions and which type(s) of credit will not be known until after the conference. RIBO details.

The two-day agenda for ICTC2015 will supply information organized as building blocks supporting a successful digital customer experience:

  • Enabled by powerful technologies to assess consumer preferences, utilizing a combination of channels, and monitoring results, marketing and communications are taking centre stage in designing, delivering and articulating unique digital experiences for consumers and employees.
  • The ever-changing world of cyber risk requires constant vigilance to ensure internal security, but also offers opportunities for insurers to assist customers manage and finance their own security risks.
  • Smart brokers know that their clients have greater access to in on-line information, and are developing complementary strategies to expand the role of “trusted advisor.”
  • Insurers continue to supplement or supplant legacy core systems with flexible technology, enabling structural and functional business transformation.
  • Next-generation insurers are carefully assessing the implications of usage-based insurance, enabled by telematics and the emerging Internet of Things, which have the potential to dramatically change core insurance functions.
  • All of these digital enablers offer a new insurance infrastructure, focused around CAMSCloud, Analytics, Mobile, Social.

Expert faculty will describe tools and techniques to construct a solid digital strategy using these materials.

ICTC2015 provides insurance executives and professionals a single point of access to:

  • expert faculty,
  • uniquely qualified suppliers,
  • your partners, and
  • your peers.

You will emerge from the conference with information and contacts to craft your strategy in the world of digital customer experience.

Celebrate Technology and Innovation

ICTC2015 will be the venue for presentation of the 2015 Insurance-Canada.ca Technology Awards (ICTAs), the annual juried awards celebrating organizations using technology to positively impact business.

Learn From Sessions Including...

  • The Digital Conundrum: Digital is Binary, Consumers are a Continuum
    Kimberly Harris-Ferrante, Vice-President and Distinguished Analyst, Gartner, will interpret results of a large-scale Gartner survey describing how consumers expect to be served, and will help you understand how you need to respond.
  • The Individual Enterprise: How Mobility Redefines Business
    Warren Tomlin, IBM Partner, Leader, Strategy & Analytics Services Canada, will describe how mobile is radically changing the way we interact with the world. Mobile devices not only help us consume information, they also create information – allowing businesses to distill insights from this increasing volume of digital information.
  • Engaging Customers
    The combined forces of the internet, mobility and social have dramatically altered the opportunities to communicate with customers, prospects and communities. We are told that becoming “involved” is no longer an option if we and our insurance products are to remain relevant. Listen in on some of the current discussion.
  • Cyber Risk: A Two-Edged Sword
    We need to ensure our systems can defend against cyber attacks. At the same time, we have an opportunity to offer products and services to help clients mitigate risk and respond to cyber attacks. A panel of insurance executives and technology experts will discuss the risks, responses, and opportunities.
  • Core Systems: Reacting to Today; Preparing for Tomorrow
    Today's modern Policy Admin and Claims systems are being used to process traditional products in new more efficient ways. Some enterprising companies are going beyond to create new product in response to opportunities, to capture markets not previously exploited or to serve with different approaches which change the engagement dynamic. Explore with an expert panel.
  • Brokers: Capturing and Servicing Digital Customers
    How quickly has the fringe digital consumer become mainstream? Almost as quickly businesses, including insurance, have addressed the opportunities. In this broker-oriented segment, explore the challenges and opportunities, the customer-facing front-line and steadily improving tools and services behind the scenes.

Who should attend

  • Senior Executives including CEO, COO, CMO, CIO, brokerage partners;
  • Line of Business Executives: underwriting, claims, regional, brokerage managers;
  • Directors, project managers, strategy leaders;
  • Those with an interest in business technology trends.

Welcoming Reception

Join your colleagues, faculty, and the 2015 ICTA winners at the welcoming reception in the exhibit area.

Insurance-Canada.ca will be celebrating its 20th anniversary, continuing its history of providing thought-leading information in clear language, with a focus on the intersection of insurance and technology.