What’s Next in Digital Insurance Experiences

During this What’s Next hybrid seminar, presenters explore how AI will drive digital insurance in the coming years, and why providers must be ready.

Success in the insurance industry today is defined by customer-centric products, and customer service excellence – its quality, speed and ability to make consumers feel valued. Key events that drive Net Promoter Scores, beyond the ease of buying products, occur at some of the most vulnerable points in policyholders' lives, such as a car accident or a house fire. These situations demand personalized care and quick access to the wealth accumulated in their life and annuity policies. As a result, insurers are re-evaluating and transforming end-to-end customer service operations, along with speed-to-service and multi-channel-based servicing.

For providers, this kind of change requires a commitment to move beyond traditional customer service that often frustrates users with impersonal interactions, especially in contact centers. Insurers are evaluating AI-based solutions that empower individualized self-service over any channel, delivered with full knowledge of each policyholder’s specific preferences, and with the ability to process claims and transactions in real-time. DXC, an IT services company with industry-leading insurance software and business process services, currently works with insurers to use AI and other technologies as an extension to its scalable platform for new customer care models, producing premier digital experiences that prompt deep user loyalty — which insurers need to thrive. DXC also leverages the lessons of its own ongoing transformation that is generating new growth for both DXC and its customers.

In this session of What’s Next, our hybrid seminar series, we delve into how AI will drive digital insurance experiences in the coming years, why insurers need to reach customers wherever they are, and how a user-centric service approach is vital for sustained growth.


Ray August

Ray August is president, Insurance Software and Business Process Solutions for DXC Technology. He is focused on capitalizing on DXC’s leading position in insurance to help customers accelerate and sustain revenue growth, build and operate their digital core, and transform their operations. A 30-year veteran of the insurance and technology industries, Ray has successfully led companies through all stages of growth. During his 14-year tenure at Computer Sciences Corporation (CSC), a predecessor of DXC, Ray held many positions, the most recent as president of the Financial Services Group. There he drove product innovation and expanded a traditional license-based software business into an industry-leading player in insurance business process outsourcing in both life and property and casualty.

Chetan Dube

Chetan Dube has served as the President and CEO of Amelia since its inception in 1998. During his tenure, he has led the company to create a radical shift in the way IT is managed. Chetan is a mathematician and prior to joining Amelia, he served as an Assistant Professor at New York University. Chetan is a widely recognized speaker on autonomics, cognitive computing and the future impact of a digital workforce. He serves on the board of numerous IT-related institutions. In 2017, he was listed as one of the Nine Greatest AI minds in the world to keep an eye on by Forbes. He is also a distinguished member of the Forbes Technology Council.