Listen and participate as ISG Partners Owen Wheatley and Paul Schreiner discuss the biggest macro trends we see across banking, financial services and insurance (BFSI). Moderated by ISG’s Chief Strategy Officer Prashant Kelker, our thought leaders will cover the most pressing industry focal points including the evolution of customer behavior and the great hunt for new revenue channels, the changing public perception of BFSI firms, the emergence of a new landscape (embedded services, DeFi, metaverse etc), unlocking the true value of data, and where financial institutions are placing their big investment bets.

Transformation of legacy IT is a challenge for virtually every insurer. But for Tier 1 insurers like Voya Financial—which supports multiple lines of business and dozens of aging core systems--the modernization journey can be especially vexing.  In this important session, you will hear how Voya’s modernization program is connected to the delivery of true business value, serving the dual goals of cost reduction and strategic enablement. Marino Monti, Voya’s Senior Vice President and Head of Technology Services, will join Cognizant’s Meera Krishnamurthy, Senior Vice President, Global Head-Insurance to share early lessons from Voya’s modernization journey, how the company’s Cloud story has evolved, and his thinking on how to keep business and technology strategies aligned.

We often hear what the future of banking looks like from the perspective of the banks. Rarely do we see the new world through the eyes of the consumer, even though this is the lens through which most decisions at financial institutions are made. In this insightful and provocative keynote, Daniel Gouldman – CEO and co-founder of Unbanked – will share his thoughts on the evolution of financial access, the democratization of cryptocurrency and what we consumers should expect from our banks over the course of the next decade.

ISG Director Jay Woldar will provide insights into how customer engagement has changed over the years and how digital banking is evolving beyond simple transaction banking. The session will also discuss how customer engagement is changing the infrastructure required to support banking and why this is key to driving client retention and share of wallet.

ISG's Wayne Butterfield will share insights on the massive changes in last decade from basic call centers to modern multi-channel digital engagement of policyholders, agents, and internal customers to deliver personalized experience. The session will include key data points from ISG's 2022 insurance survey.

Is Intelligent Automation (IA) the next disruption for the industry? The answer is yes. Research states that IA is helping organizations to up their performance and achieve unprecedented levels of efficiency and quality. Join this session where out panel of experts share their thoughts on how you can combine the power of RPA and AI/ML, NLP with IDP to streamline core insurance processes like claims processing, data collation, reconciliation process, invoice creation, customer onboarding and more.

Discover how digital and mobile banking will evolve in the next ten years and what challenges this will present to banking operations and service providers that support bank infrastructure. What role will branches play in the future of client acquisition/retention and what will the branch banking experience mean to the brand?

Recent studies and reports suggest that the banking sector is adopting new technologies such as Intelligent Automation to expedite several core functions, to free up bank teams and enhance customer experience/interactions. Join this session where our panel of experts share their thoughts on how you can combine the power of RPA and AI/ML, NLP with IDP to automate critical processes or workflows, where applications are learning and adapting on the go. 

Digital customer engagement is still the principal driver of transformation across the industry as carriers move from basic transactional call center functions to multichannel experiential and relationship-building sales engines to drive brand affinity.  Our panel of industry experts will discuss how automation, personalization, and omnichannel communications should be integrated into your customer experience strategy.

ISG Partner Owen Wheatley will provide a thought provoking perspective on how partner ecosystems continue to evolve within financial services, to help organizations deliver best in class customer experience. The session will include key data points from ISG's 2022 banking survey.

ISG Insurance Practice Leader Dennis Winkler shares insights on how ecosystems continue to evolve within insurance organizations to drive faster transformations and improvements in operations and customer experience.

Life and Annuity organizations are undergoing transformation to support new retirement/savings products & businesses models, facilitate seamless communication with partners and disrupt the market with streamlined processes. To become agile, support next-gen Defined Benefit products and meet the evolving customer and regulatory requirements, companies need to leverage ecosystems that enable simplified digital processes (move to STP). Executives from Pacific Life and WNS will discuss their organizations’ partnership journey including how Pacific Life accelerated its institutional speed-to-market, scalability and business growth leveraging WNS’ domain and operational expertise and V3locity – a cloud-based administration platform.

A lively discussion, moderated by ISG's Director of Platform Partnerships Yadu Singh, will provide insight into how firms can build the optimal ecosystem, where to look for the right partners and how to be bold when dealing with new market entrants and traditional competitors.

As carriers expand their offerings and services, they are often doing so by creating and actively managing a more comprehensive business support ecosystem for delivery that leverage a variety of third-party technologies and service providers.  Our panel will discuss changes required in the company culture, approaches to find and select the right partners and platforms, and best practices to implement in both operations and technology for an effective collaborative environment.

The challenges facing Fintechs and Digital Banks post their launch and initial success are enormous. They involve scaling rapidly the technology stack, hyper-growing operations, while at the same time continuing to innovate and introduce new products.  Varo and WNS executives will discuss the journey and partnership they established which enabled Varo’s tremendous success.

ISG Partner Stacey Cadigan provides insight into how organizations should be thinking about the employee value proposition and how you can win the battle for attracting and retaining talent.

Nearly every industry is facing the labor market realities caused by the pandemic and the Great Resignation. A generational shift where employee expectations challenge the effectiveness of traditional, rigid job architectures is further exposing the shortcomings of old operational constructs. How can business owners, technology leaders, and HR partners work together to improve the corporate culture, foster employee growth and treat talent as a critical asset?

What are the strategies needed to meet the challenges of a difficult talent market. This panel of industry experts will discuss - 
• Changing skill needs within Financial Services
• Unique perspectives on the employee value proposition and candidate experience in competing for top talent 
• Embracing technology to enhance talent processes

The insurance industry has been more impacted than most by the Great Resignation and significant loss of institutional knowledge from retiring Baby Boomers.  Our panel will discuss the three A’s of the talent challenge (attraction, acquisition, and attrition) and new ways to measure employee experience and enhance culture to drive better outcomes.

Justin Gress, Chief Operating Officer-Insurance, joined Vantage Risk in January 2021 and has focused on building the company's first Operational and Strategic Plan. Hear how this 2+ year old company competes for talent and customers in a crowded marketplace and how they have started from scratch to implement a people focused culture driven by tech-enabled efficiency, and data & analytics.  

After a day of great content, what do you do with it? ISG’s Paul Schreiner & Owen Wheatley will provide guidance on what your next steps should be to digitally transform your organizations!