Agenda
| KEYNOTE: From Expectation To Experience: In the mind of your customer and how to use this to improve outcomes. | Our customers are at the heart of everything we do. Whilst insurance is a career for us, it’s personal for them – so disappointing them has bigger consequences than we can appreciate. Dr. Juliette Tobias-Webb, renown behavioural scientist and specialist in consumer behaviour, gives you insights into the psyche of your customers. She explores what they expect from their insurer, how they form these beliefs and how their trust is won and lost (and how to win it back). She’ll show you how to use these insights and technology to design experiences and products that strengthen customer centricity, set better expectations, drive behaviour change and create benefits for both customers and the company. Presented by: Dr. Juliette Tobias-Webb, Behavioural Scientist and Psychologist |
| Fireside chat: HDFC ERGO General Insurance | Insurance penetration in India has been extremely low. Trust of insurers is low too. The two are seemingly connected. With India a rapidly developing nation, their insurance regulatory authority, the IRDAI, was given the mandate to improve the quality of coverage and create an insurance market to match – deploying the Insurance For All initiative with the goal of giving every Indian access to suitable general, health and life insurance by 2047. They also mandated that insurers should use technology to achieve this! Duck Creek’s first Indian customer, HDFC ERGO General Insurance, tells their story and how Duck Creek’s solutions had been critical to helping them navigate the rapidly changing regulatory environment and achieve better customer outcomes and Insurance For All. |
| From Promises To Practice: Enhancing experience, outcomes and trust with AI | AI has promised to revolutionise insurance delivery and enhance policyholder outcomes… but to date the AI landscape has been fragmented and innovation has been piecemeal. Now that Duck Creek has built the necessary foundations in our Clarity product, we’ll show you the strategic AI innovations we’re working to bring to market including agentic AI with human-in-the-loop. We’ll show you how these could be applied to help you deliver a more human experience, better customer outcomes and more robust business results. |
| Prevention Over Reaction: Tech-based solutions for the root cause of leading complaints. | AFCA received over 34,000 general insurance complaints in 24/25, up 17%. Year-on-year-on-year, these numbers remain stubbornly high. Whilst AFCA have acknowledged that disaster events have contributed to the volumes of complaints, their position is that insurers should be harnessing technology more to solve the underlying causes and deliver better outcomes. Our Director of International Solution Consulting, Johan Nelis; and Director, Customer Success (APAC), Anna Cattelan, address this data head-on, taking AFCA’s top complaint categories and looking at how Duck Creek and our partners’ solutions can be used to help set expectations and then deliver the services and experiences expected by policyholders, potentially stopping complaints in their tracks. Presented by: Johan Nelis, Senior Director – International Solution Consulting | Duck Creek Technologies Anna Cattelan, Director – Customer Success (APAC) | Duck Creek Technologies |
| The Insurer Panel | A panel of your peers discuss the current environment, the challenging and unique conditions their customers and the business are navigating, and how they’re using technology and data to improve transparency of coverage, processes and experiences, improve speed and reliability of outcomes, and support improved affordability and enhanced risk mitigation for their policyholders. Presented by: Tim Plant, CEO | MDA National Tara Page, General Manager RAA Insurance Mike Jackowski, CEO | Duck Creek Technologies (Moderator) |
| The Partner PitchFest | For something a little different, a selection of Duck Creek’s partners give you their fast-paced pitch, one after the other, on how they’re helping, or have helped, their insurance customers deliver better customer and business outcomes. |
Plus more to be announced!
*Admission to this event is limited to employees and representatives of Duck Creek customers, prospects and other insurers, insurance distributors (e.g. brokers and underwriting agencies), event sponsors, industry media and associations, and other individuals invited by Duck Creek at our discretion. Registrants from organisations that fall outside these categories (such as delivery partners, solution partners or consultants) may have their registration cancelled at the sole discretion of Duck Creek.