2017년 운영 전략 컨퍼런스 Agenda

Monday, May 22, 2017

7:30 am - 5:00 pm - Registration Opens

8:30 am - 9:00 am - Welcome & Opening Remarks

Ramzi Toubassy - Vice President, Life Insurance Association of Malaysia (LIAM)

9:00 am - 10:30 am - The Future of Work – What is Coming & How to Prepare Your Organisation for Success

In a highly interactive session that will include the use of audience live polling, Jeremy Blain uses real life examples from multiple industries to help identify what disruption is looking like, and what it means to the future of our workplace. Jeremy will also present brand new research on a recent study on the five key drivers for successful organizational change, including the impact of technology, the challenges of a cross-generational workforce, increasing diversity, the future of work infrastructure, and leader/manager readiness.

10:30 am - 11:00 am - Networking Break

11:00 am - 12:00 pm - The Transformative Power of Blockchain Technology

Drawing on his extensive global risk management experience, David Piesse will outline some potential benefits that blockchain technology is bringing to the insurance industry. His session will provide a practical perspective on how blockchain is transforming claims processing and improving the customer experience for life and health insurers, while at the same time boosting profitability and decreasing.

12:00 pm - 1:00 pm - Lunch

1:00 pm - 2:00 pm:

1A - OMNIChannel Customer Support

Insurance companies have realised the value of direct customer contact and approach, not only for cross sell but also for pure client touchpoint impact. The client behaviouir however has changed from wanting to call/email to modern methods of accessing their financial partners. The revolution that is coming in post-sale client expectations in payment, claims, administrative help, financial and tax related help and planning and expected response time is being compounded by the fact that the client would also want to access the Insurer anytime/anywhere and through any device that is available to her. A look at the future of customer support through any channel of communication imaginable and unimaginable today.

1B - Reinventing the Life Business in the Smart Era

Following a near death experience 10 years ago, Ravinder Singh is now the passionate founder of Malaysia’s first instant issue life insurance platform. The experience left Ravinder believing that life insurance must be affordable, simple and instantly available to all, and thus “U for Life” was born. As a social enterprise that sprang from his vision to transform life insurance from a product that is sold to one that is bought, U for Life has revolutionized access to life insurance. In this presentation, Ravinder will share the operational challenges of issuing a policy that is underwritten online in just 10 minutes.

Ravinder Singh - General Manager and Head of Life & Health, ASEAN and Indian Sub-Continent, Hannover Re

1C - Implementing Operational Strategies: Bridging the Digital Gap in the C-Suite

The Harvard Business Review in a cover report on why company strategies unravel, reports that the #1 concern for CEOs worldwide is the ability to successfully implement strategy, and that two thirds to three quarters of these organizations struggle to implement their operational strategies.  Over the next 3-5 years, digitization within complex enterprises will focus on creating knowledge-sharing and collaboration-cloud platforms at the level of strategy. Bob Epner and Troy Barnes will discuss transformative tools for the C-Suite to drive strategy, get results, and create change effectively, swiftly, and seamlessly.

2:00 pm - 2:20 pm - Session Change

2:20 pm - 3:20 pm: Concurrent Sessions

2A - Behavioral Economics

Behavioural Economics (BE) is the application of economics and psychology to explain human behaviour. A classical economics explains that people are “rational” and make decisions that maximises their own economic utility. However, consumers often use seemingly "irrational" metrics and concepts to guide their behaviour when assessing the "value" of a product or service. Consumers use mental "shortcuts" to guide them towards what they believe to be the right decision. Consumers take into account social norms and the behaviours of fellow consumers when making decisions. Examples will be offered on how such behaviours can be harnessed in developing new offers or enhancing existing offers.  

Rohit Kumar, MBA - Director, PwC Consulting Services (Malaysia) Sdn Bhd

2B - Is your contact centre ready for destruction?

 Managing contact center processes with measurable results is key in ensuring it successfully delights customers, generates revenue, and cuts waste.  Yet many organizations do not have a well-articulated strategy in place to identify how to properly excel in those areas. This session will use benchmarks and firsthand research to pinpoint new KPIs, behaviors, and digital tools that Contact Center Heads must embrace to become a strategically important unit and meet the expectations set by other members of senior management.

Sidney Yuen - Chairman, HBC

2C - Information Coming Soon!

 Information Coming Soon!

3:20 pm - 3:50 pm - Networking Break

3:50 pm - 5:00 pm - The Convergence of Technology: How Will Selfies, Wearables, and AI Change Insurance?

The life insurance industry is ripe for a technology revolution. Disruptive change is guaranteed. Other insurance industries have already embraced the revolution, such as auto with telematics. But what will it look like for life insurance? How will the life insurance industry respond to the global rise of mobile, advancements in artificial intelligence, and the need to engage customers through social platforms? How will these technologies change the landscape of life insurance? Will policies be issued based on a selfie? Will traditional applications give way to personal assistants like Alexa, Siri, or Google Voice? Attend this session for a thought-provoking glimpse into the future.

Karl Ricanek Jr., Ph.D. - Co-founder, CIO & Chief Data Scientist, Lapetus Solutions, Inc.

5:00 pm - Networking Reception

Tuesday, May 23, 2017

8:45 am - 9:00 am - Welcome Back

9:00 am - 10:45 am - LOMA’s Education Initiatives & the Great Eastern Story

In this two-part presentation, Cindy and Peter will first walk attendees through the latest trends and cutting-edge developments in E&T, and then present a case study of how those initiatives have been successfully implemented at Great Eastern Malaysia. Attendees will hear about what is being done to address the new generation of learners around the world, and then conclude with a detailed overview of how Great Eastern has embraced talent development.

Cindy Henry, FLMI, FSSI, ASRI, ALHC, PAHM, ACS - Director - Learning Product Management, LOMA

10:45 am - 11:15 am - Networking Break

11:15 am - 12:15 pm - Creating and Leading Innovation in the Korean Market in an Era of Disruption

Kumjoo Huh will deliver a case study overview on Kyobo Life’s experiences with embracing innovation in an era of disruption. She will outline their strategy, share key challenges, and identify key components of the program that were able to produce such highly successful results.

Kumjoo Huh - Executive Vice President, Kyobo Life Insurance

12:15 pm - 1:15 pm - Lunch

1:15 pm - 2:30 pm - Executive Panel: Strategic Talent Management: Find them, get them, keep them

This group of executives will discuss HR’s role with planning and implementing an organizational talent strategy. The discussion will include current and predicted future trends in talent acquisition & retention, the importance of remaining visible to strengthen employee engagement, strategies to actively seek out diversity, and how to support a corporate culture that will evolve with the ever-changing business environment.

Andrew G. Bishop - Chief of Staff – Asian Markets
Regional Head of Human Resources - Asia Pacific Markets, RGA Reinsurance Company

Zohrab A. S. Chong, B.Ec, LL.B, AMII - Founder & Chief Enabling Officer, Enablerz Consulting & Solutions

Cindy Henry, FLMI, FSSI, ASRI, ALHC, PAHM, ACS - Director - Learning Product Management, LOMA

2:30 pm - 3:00 pm - Networking Break

3:00 pm - 4:00 pm - Closing Keynote Presentation: Strategy Implementation Challenge

Strategy is about making the tough choices; implementation is about taking the right actions. This straight-talking, highly engaging presentation will be invaluable to company leaders who want to avoid common pitfalls and successfully implement their strategy. Using a variety of stories, examples and mini case studies, Robin will explore the eight areas of implementation and its framework and advise on how leaders can identify the right actions and develop the discipline to take them.

Robin Speculand - Global Pioneer & Expert in Strategy Implementation