8.45 Registration opens
9.25 Chairman's welcome
9.30 Opening keynote The Three Rs: Reputation, Reputation, Reputation
When presenting the greatest show on earth, there are certain pressures and responsibilities that come with the territory. Not only are you presenting from the organising committee, but also the host city and host nation. In this session we will hear from Jackie Brock-Doyle OBE, director of communications and public affairs at London 2012, on the experiences gained when so many reputations are on the line. There is little doubt that the reputation of LOCOG grew in the public eye through the process of delivering the Olympic Games, but how can we as an industry benefit from these lessons? What methods of brand and reputation management are profoundly useful no matter what the industry, and no matter what the stage?
Jackie Brock-Doyle OBE, group CEO, The Good Relations Group, former director of communications and public affairs at London 2012
10.00 CEO Panel discussion: Searching for holism
An all-encompassing approach to your brand, your business and your workforce is the fashion statement of today's society. Whether it is one of the world's richest football teams, or the United Nations, a holistic attitude towards rebuilding a business structure, changing a societal psyche or maintaining and developing a strong reputation is seen on an almost daily basis. By bringing together a panel of people at the fore of these decisions, we will examine whether this approach can work for the insurance industry, and just what it could entail.
10.45 Taking stock of recent changes in the industry - how will these serve to improve the industry's overall reputation?
Following a plethora of recent developments, it is important to take stock and grasp how they will affect the insurance industry's reputation as a whole. Some, like the regulatory restructure, will mainly impact the industry internally, whilst others, like the EU gender directive and the relentless battle over the statement of principles, will show their teeth more publicly. How can we as an industry work concordantly to ensure we do not take the brunt of those wishing to show their displeasure?
11.45 The aftermath of a regulatory breach - the cost and consequence spans more than just the fine
In this session we will assess what damage is caused to one's reputation when faced with a breach of regulatory rules. Can this equate to more significant financial reprimands than the fine itself, and what can be done to rebuild your reputation? The longer a tarnished reputation exists, the greater the financial consequences. It is vital to ensure that work is being done to ensure that repair is underway immediately.
12.20 Mitigating business interruption - exploring the steps that can be taken to protect your company's identity when faced with severe disruption
Inclement weather, political unrest and global events can all affect your business. The key is to minimise interruption and actively seek to resolve any issues, but how can this be managed to curtail the damage to your reputation? In this session we will learn how best to mitigate the damage that severe and often unavoidable business interruption can have on your company's standing.
12.55 Breakout sessions
Session 1: What does your customer want? The best way to improve your reputation is to listen to those who decide it.
Session 2: In a congested market, what can be done to differentiate yourself and ensure it is your brand and your product that shines brightest?
14.30 Breakout sessions
Session 1: The era of a heated phone call and a stern letter is firmly in the past. In this session we will look at the growth of the reputation management firms, and their use and necessity within the insurance industry.
Session 2: Social media has been around for a while, but for the insurance industry it seems to be mushrooming now. What do you need to consider when looking after your brand online?
15.10 What does professionalism mean in the modern day financial services?
Public trust in financial services is at an all-time low. Based on the behaviour of a few individuals and institutions, a good chunk of which operate outside of the insurance industry, this lack of trust is understandable, and in some cases completely justified. In this session we will seek to establish what can, and indeed must, be done to win the trust of the public back. Not just within our own industry, but that of the wider financial services also. Expectations, both publicly and regulatory, are changing. We need to ask ourselves whether we meet them. And if not, how can we?
Key take away: exploring the necessity to put plans in place to rebuild the damaged professional outlook of the financial services
Amanda Blanc, immediate past president of the CII, CEO, Axa Insurance, Commercial Lines and Personal Intermediary
16.00 Panel debate: How to strike a balance between the lowest possible price, excellent service and a return to profitability
The customer naturally expects excellent service and, in era of price comparison, to be able to find the lowest suitable premium. With the motor insurance market facing its 19th year without turning an underwriting profit, we will discuss how forcing a return to profitability can sit alongside the lowest premium and excellent service that is so requisite to today's connected world.
16.45 Closing keynote - failure to attract the best talent can have serious repercussions for your reputation, both within the industry and publicly
There is little doubt that you are only as good as the people that represent you. From the back office infrastructure to claims handlers and call centre professionals, these people handle your company's reputation on a daily basis. With this in mind, it is vital to attract the very best talent to continue the work put in previously or, in some cases, to improve on areas damaged in the past. In this closing keynote we will examine the vital area of talent attraction, and how a failure to do so successfully could affect working with partners internally, and retaining and enticing customers externally.
17.15 Chairman's summary and close