“The New Landscape”
Social Business, Mobile, Analytics, Modern Technology
10th Annual Insurance-Canada.ca Technology Conference
Sheraton Centre Hotel (Toronto) - Monday, March 5th, 2012
The 10th annual ICTC was held Monday, March 5th, 2012. Planning is underway for a two-day ICTC 2013, to be held March 18-19, 2013. Further information will be posted as it becomes available.
Conference Topics and Speakers - Details by Time
3:40pm - Showcase Sessions (Set 5)
| Functions: |
 Claims |
 Distribution |
 Information Technology |
 Policy Management |
 General |
| Technology: |
 Analytics |
 Mobile |
 Modern Technology |
 Social |
 General |
“The Link Between Lapse Rates and the Customer Experience”
- Patrick Surry, Global Solutions Owner for Customer Analytics, Pitney Bowes Software
“Enhanced Risk Management: The future of insurance and cyber security”
- Salim Hasham, Leader of the GTA Information Security Practice and National Security Leader, PwC Canada
- Allan Buitendag, National Insurance Consulting Leader, PwC Canada
“Benchmarking The Way It Was Meant To Be: Detailed, Insightful, and Easy”
- Margaret Bodman, Manager - Claims Systems, TD Meloche
- Eugene Lee, Director - Value Consulting, Guidewire
“The Choices You Make: Core Systems Selection”
- Bill Garvey, Founder, Eastern Shore Consulting Inc.
- Mark Breading, Partner, SMA
“Commercial Lines Processing: Today's Challenges & Future Directions”
- Kevin Campbell, President, Policy Works
Topic Descriptions
“The Link Between Lapse Rates and the Customer Experience”
- Patrick Surry, Global Solutions Owner for Customer Analytics, Pitney Bowes Software
A Session on How Top Insurance Organizations Are Winning
Improving the customer experience continues to be top priority for the Canadian Insurance Industry. The customer experience is closely linked to retention, and given that a 1% reduction in lapse rates equals millions of dollars in revenue, improving customer experience can have a significant impact on the bottom line.
This session will focus on how successful insurance companies are using analytics to deliver relevant, 1:1 customer communications across the policy holder's preferred channel, be it mobile, web, print, social media or phone. This ability, now coined as Cross Channel dialogue, is a powerful method for connecting the dots and gaining a 360-degree customer view. Cross channel dialogue integrates contact histories across both inbound and outbound communications – as well as ensuring that customers are contacted via the channel of their choice, not necessarily that of the organization.
Learn more about the importance of gaining a single view of the customer; how to tap into the conversation economy; and becoming channel agnostic.
Patrick Surry, Global Solutions Owner for Customer Analytics, Pitney Bowes Software
Dr. Surry is an expert on uplift modeling, with a wealth of experience in real-world delivery of customer insight, predictive analytics and behavior modeling. One of the founders of Quadstone (acquired by Portrait Software), he has been responsible for many of our high profile success stories with blue-chip clients spanning applications such as response, risk, attrition, value, customer profitability, and targeting for direct marketing. He is currently involved in guiding the development of our next generation of visual insight and analytics applications.
Patrick holds a PhD in mathematics and statistics from the University of Edinburgh, where he studied optimization based on evolutionary algorithms, following an HBSc in continuum mechanics from the University of Western Ontario.
“Enhanced Risk Management: The future of insurance and cyber security”
- Salim Hasham, Leader of the GTA Information Security Practice and National Security Leader, PwC Canada
- Allan Buitendag, National Insurance Consulting Leader, PwC Canada
Increasing customer sophistication and demands are spurring technology innovation across the insurance industry. Insurers and their distribution partners alike are seeking to embrace new technologies to service their customers, expand markets, deliver new channels to market and respond to competitive pressures. Increasingly, leaders are leveraging "big data" to drive marketing, sales, underwriting and claims performance enhancements.
The changing nature of cyber threats spans geopolitical risk, terrorism, crime, espionage, and hacktivism -- continuously presenting new challenges. To stay competitive in the globalized economy, insurance companies must embrace the future and rethink their approach to balancing risk and reward to protect their reputation, financial integrity, customer confidence and critical information assets.
Allan Buitendag, National Insurance Consulting Leader, PwC Canada
Allan is a Partner with the PricewaterhouseCoopers Consulting practice and our Canadian Insurance Consulting Leader. Over the past 15 years, Allan has assisted clients in large scale transformation, cost reduction, project management and governance, IT strategic planning and implementation, strategic sourcing and vendor management, process re-engineering, and outsourcing. Allan has consulted extensively with clients in the insurance and financial services sectors within Canada, the US, Australia and the Caribbean.
Salim Hasham, Leader of the GTA Information Security Practice and National Security Leader, PwC Canada
Salim has over a decade of experience in technology and business consulting, including the delivery of complex large scale transformational engagements spanning the areas of security, strategy, governance, organizational design, M&A, performance and cost management, information management, and risk and regulatory matters.
Originally from the PwC UK firm, Salim led engagements across financial services, technology, telecommunications, government and defence industries, having worked extensively in Europe, North America, Asia and the Middle East.
Salim is leader of the GTA information security practice and national leader for security strategy and management, emerging security technology, cyber security and the identity management practices. Working closely with executives, he assists them in enabling business transformation in the cyber age, developing security as a competitive advantage, managing risk, protecting personal and corporate reputation, brand and financial integrity and crisis management.
“Benchmarking The Way It Was Meant To Be: Detailed, Insightful, and Easy”
- Margaret Bodman, Manager - Claims Systems, TD Meloche
- Eugene Lee, Director - Value Consulting, Guidewire
External benchmarking is an important tool to support continuous improvement. By comparing empirical data across carriers, accurate claim comparative analysis can offer insight into key issues that drive financial and operational performance. But the promise of accurate and detailed comparative benchmarking has yet to be fully realized, hampered by poor underlying data quality and the significant effort required to conform to a common set of business definitions.
Guidewire has initiated a Claims Comparative Analysis program aimed at providing customers with claim benchmarking data to a superior level of accuracy and granularity. In this presentation you will hear about how Guidewire customers are gaining more detailed comparative insight into their operations by leveraging the common and robust data model they all share.
Margaret Bodman, Manager - Claims Systems, TD Meloche
Bio forthcoming.
Eugene Lee, Director - Value Consulting, Guidewire
As Guidewire's Director of Value Consulting, Eugene leads a team of experienced consultants to help Guidewire's current and prospective customers formulate their business cases, measure their projects' impacts, and promote continuous experimentation and improvement. Eugene is primarily responsible for the development of Guidewire's Value Consulting methodology and tools while also personally leading many individual customer projects. He brings more than fifteen years enterprise software consulting expertise to this role, with previous experience at companies such as Accenture, IBM, and Hitachi where he oversaw multiple implementation projects and developed countless business cases. Eugene was trained as an engineer and graduated with a B.S. from UC Berkeley. He spent a summer at NASA studying microgravity flame spread and speaks from experience when he says that "technology-related business change initiatives are not 'rocket science' – they are far more complex."
“The Choices You Make: Core Systems Selection”
- Bill Garvey, Founder, Eastern Shore Consulting Inc.
- Mark Breading, Partner, SMA
The replacement of core underwriting, policy, and claim systems continues to be an important focus for insurers. Join this session to learn about insurer plans and spending for these systems, and advice on determining which vendors would make the best partners for the long haul. Mark Breading from SMA will share research on insurer's plans and priorities in the core space. Bill Garvey from Eastern Shore Consulting will provide insights into selecting vendors, considering not just the functional capabilities but also the intangibles that make for trusted partners.
Mark Breading, Partner, SMA
Mark has over 25 years of insurance and information technology experience in a variety of leadership roles. He leads the research program at SMA and has exceptional knowledge and experience across the insurance value chain.
Mark has held both technical and business roles in sales, consulting, marketing and business strategy, including roles as IBM's Global Insurance Strategist, Global Insurance Marketing Leader and Director of Global Insurance Executive Conferences.
Bill Garvey, Founder, Eastern Shore Consulting Inc.
Bill Garvey has over three decades of Insurance Operations and IT executive and management experience. He is the founder of Eastern Shore Consulting, Inc.
Bill works out of Halifax, Nova Scotia. Eastern Shore Consulting assists insurers in building the business case for legacy system replacement, selecting the best software, and enabling a successful implementation.
“Commercial Lines Processing: Today's Challenges & Future Directions”
- Kevin Campbell, President, Policy Works
There are thousands of apps for smart phones and iPads that give tech-savvy customers a wide range of functions – from booking a flight to making a dinner reservation to conducting bank transactions. Does this mobile access have a future in commercial lines insurance?
Kevin will discuss the challenges facing the independent broker distribution channel, and how mobile technology may enhance the channel's value proposition.
Kevin Campbell, President, Policy Works
When Kevin Campbell co-founded Policy Works® Inc. with his father in 1991, the two had a mission to link brokers and insurers electronically and a vision to provide brokers with a single tool to manage all of their commercial lines business. As President, Kevin provides leadership to his exceptional team to help make this vision a reality through Policy Works, Canada's premier Commercial Management System (CMS). A long-time vocal supporter of commercial lines standards, Kevin actively promotes the adoption of industry-wide standards in Canada.
Policy Works Inc., a pioneer and leader in developing Commercial Management Systems, builds solutions to meet the needs of commercial brokers and underwriters alike. Policy Works technology streamlines the commercial lines process to allow for the efficient and effective management of the entire policy lifecycle. Policy Works is fast becoming the industry standard for commercial lines management and is integrated with Broker Management Systems (BMS's) throughout Canada.
