- Jan 21st - E Stage -

Being Customer Centric


08:00-09:00

Registration & Morning Hour

Being Customer Centric

09:00-09:10

Chairman's Address

09:10-09:40

Redefining Insurance Customer Relationship and Experience in the Age of Digital Transformation- Trends and innovations

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Mr. Soumendu Das, Asst. General Manager - Commercial Underwriting, Dhofar Insurance Company
09:40-10:10

Customer-Centric Motor Insurance in MENA: Personalizing Coverage Based on Driving Behavior

10:10-10:40

Personalization at Scale – Leveraging data and AI to create hyper-personalized customer journeys

10:40-11:10

Networking Coffee Break

11:10-11:20

Being Customer Centric-Demo 1

11:20-11:50

Panel: From Core Systems to Customers: bridging the gap with digital platforms

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Panelists:
· Ms. Zein Shiyyab, Chief Corporate Services and Technology Officer, Trust Holding
· Mr. Troy Barnes, Transformation Practitioner and Thought Leader
11:50-12:20

Panel: Reimagining Insurance Operations: How Digital, Tech & AI Are Transforming Underwriting, Claims & Fraud Management

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Panelists:
· Dr. Partha Panda, Senior Vice President - Head of Claims (Medical, Life, Motor & Commercial), Abu Dhabi National Insurance Company (ADNIC)
12:20-14:00

Networking Luncheon *

14:00-14:05

Chairman's Address

14:05-14:35

From Friction to Delight: How Insurers can Use Design Thinking to Improve Customer Interactions

14:35-15:05

AI-Powered Claims Automation: Streamlining the Insurance Process with Real-Time Data

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Mr. Troy Barnes, Transformation Practitioner and Thought Leader
15:05-15:35

Panel: Building a Customer-Centric Culture: The Key to Success in a Digital-First Insurance World

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Panelists:
· Mr. Muhammad Zeeshan Haider, Head of Marketing & Communications, Al Wathba Insurance
· Ms. Sonal Dawda, Head of Marketing & Corporate Communications, Dubai National Insurance and Reinsurance (P.S.C.)
15:35-16:05

Networking Coffee Break

16:05-16:35

Panel: LeveragingTechnologies and Partnerships in Distribution: the Future of Selling

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Panelist:
· Mr. Rizwan Munir, Director Partnerships & Ecosystem, Tawuniya
16:35-17:05

Panel: Building an Insurance Brand for the Future: Marketing to Gen Z and Millennial Consumers in MENA

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Moderator:
· Mr. Muhammad Zeeshan Haider, Head of Marketing & Communications, Al Wathba Insurance
17:05-17:10

Closing Remark of Day 2