This was my first year attending TINTech and looking at the agenda and speaker list, I was looking forward to some interesting industry insight around the usual IT concerns and trends. Suffice it to say I was not disappointed. In the sessions I attended there was a genuine desire to share experiences and help make IT in this regulated sector successful…
In the key note speeches, Gordon Henderson of AXA UK’s colourful presentation certainly stole the show. In it, he offered his perspective on how to drive innovation in digital programmes using other FinTechs as incubators, while roundly ignoring any of the crippling challenges of legacy IT estates.
On the Transformation Stream, the issues around delivering change through the correct alignment of people, processes and IT were discussed at length. Agile was cited to be the main proponent and Linda Cooke of Chubb Insurance gave a strong account of the many elements organisations need to work hard on to get right, and even harder to maintain. She also reminded the audience that as well as celebrating success, failure has its value too, if lessons are taken that make teams and projects stronger.
The Digital Customer Engagement panel agreed that customer experience (whether retail or corporate) needs to remain the key focus for all initiatives. Tim Buchanan of Hiscox acknowledged that insurance cover is still seen as a negative or forced purchase; using customer contact as an opportunity to change this interaction into a positive one is his primary focus. For example, rather than using technology and digital channels to spam customers, they offer the chance to proactively advise on how to avoid having to make a claim in the first place, avoiding stress and costs for both parties.
How to measure ROI on customer engagement initiatives was another point for discussion in the room. The consensus seemed to centre around:
- The lifelong value of a customer
- Referrals from customers
- Reduction in operational costs.
All in all, the conference was well attended with 350 registered attendees and very few drop-outs. There was a general feeling that the business-enabling technology opportunities available to the insurance sector are the most realistic they’ve been in a long time.
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