Workshops Days

Pre-Conference Workshop Monday, August 26

10:00 am - 4:00 pm
Redesigning Customer Experience for a Digital Era
Workshop Leader: Carlos Alejandro Belloni, Chief Operating Officer, LATAM ZURICH

With a business model largely based on face-to-face interaction, the Latin American insurance industry faces an interesting challenge to meet the new demands of Millennials and to keep apace with the digital expectations created by the Amazon-era. With the customer at the center of everything we do, we must now strive to realign traditional channels and customer interactions with digital channels and create an entirely new customer experience. This workshop will focus on the mapping and rethinking of the customer journey, with a focus on the following core learning objectives: • Building the business case for why improving the customer experience creates value • Examining current experiences, expectations and changing needs of the 2020 policy holder • Reviewing different approaches to customer journey mapping and identifying areas for improvement • Assessing where technology could enhance each stage of your customer journey • Developing an omnichannel experience to meet all customer needs; developing a consistent experience across all platforms • Creating a 360-degree view of the customer and utilizing client segmentation • Educating customers about our digital approach, taking them on the journey with us

Carlos Alejandro Belloni, Chief Operating Officer, LATAM ZURICH

Post-Conference Workshop Thursday, August 29

10:00 am - 4:00 pm
Building a Roadmap for RPA & Intelligent Automation
Workshop Leader: Gian Carlo González Mojica, Chief Process Officer & Lead Transformation Program, SURA CHILE

Offering opportunities for efficiency, agility and speed – automation lies at the heart of every digital transformation program across the insurance industry today. Still relatively new, but gathering momentum quickly, Robotic Process Automation (RPA) and Intelligent Automation are vital tools as we look to drive down costs, optimize speed of service to customers, find new ways to grow the business and deliver compliance. This workshop will focus on the designing and delivering your RPA strategy, with a focus on the following
core learning objectives:

• Building the business case for RPA & Intelligent Automation
• Identifying opportunities for RPA across the business and across the value chain
• Delivering automation with legacy systems
• Reviewing the different automation tools and assessing how they can be applied
• Preparing the foundations for successful automation projects: Skills, people and processes
• Automation + AI: Looking to the future of automation capabilities in insurance
• Practical use case evaluation and lessons learned

Gian Carlo González Mojica, Chief Process Officer & Lead Transformation Program, SURA CHILE