INVITE-ONLY EXECUTIVE SESSION

From CX Pilots to AI-Driven Customer Operations

A Private executive roundtable discussion for senior leaders across claims, customer operations, contact centre, underwriting and CX

📅 May 2026
⏰ 12:00 PM – 2:00 PM
📍 TBC

Most insurers have invested heavily in CX and AI, but much of it remains fragmented or stuck in pilot phases.

The challenge now isn’t experimentation. It’s how to operationalise these capabilities across the business.

AI is no longer just improving individual touchpoints. It is starting to reshape how the entire customer lifecycle is delivered, from underwriting through to claims and servicing.

The focus now is how organisations are moving from isolated initiatives to connected, scalable customer operations, and what it takes to apply AI in a way that delivers measurable business outcomes.

Request Your Seat

Participation is limited to a small group of senior leaders to ensure a candid, peer-level discussion.

  • Thursday, 23 April 2026

  • 12:00 PM – 2:00 PM

  • Bottega Restaurant, Melbourne

Why this matters now

Most insurers are seeing early success with AI across areas like contact centres and digital channels.

But these improvements are often disconnected from the underlying operations that actually deliver customer outcomes.

  • Claims teams are still managing manual workflows

  • Customer operations lack end-to-end visibility

  • Data and systems remain fragmented across the lifecycle

In some cases, early implementations are already delivering measurable improvements across claims handling, contact centre performance and customer servicing.

The opportunity now is to move beyond reactive service models and apply AI more proactively across the entire customer lifecycle.

Closing that gap is where the real opportunity sits.

What This Discussion Will Focus On

This session is designed to explore how organisations are operationalising AI across the full customer lifecycle in practice.

  • How leading insurers are applying AI beyond the contact centre into claims, servicing and underwriting

  • What it takes to connect front-end experience with back-office operations

  • How organisations are moving from pilots to scalable, repeatable capability

  • Where AI is already driving measurable impact across efficiency, cost and customer outcomes

  • What a more connected, lifecycle-based operating model looks like in practice

The focus is on how AI supports teams in delivering better outcomes, not replacing them.

AWS will contribute perspective based on its work supporting organisations to scale AI across customer operations and enterprise platforms.

Who will be in the room

A curated group of senior leaders responsible for customer, operations and transformation across the insurance lifecycle.

  • Head of Customer Operations

  • Head of Claims / Claims Operations

  • Head of Contact Centre

  • Head of CX

  • Head of Underwriting

  • Head of Operations / Transformation

Participants are selected to ensure a high-calibre, peer-level discussion with leaders actively responsible for delivering outcomes across the customer lifecycle.

Reserve Your Seat

Participation is limited to ~12 senior leaders to ensure a candid, high-value discussion.

If you’re responsible for customer, operations or lifecycle transformation, this will be a highly relevant session to be part of.

Please complete the form below to request your invitation.
If confirmed, you’ll receive a calendar hold and full session details.

To maintain the integrity of the room, we ask that confirmed participants commit to attending, or provide advance notice if circumstances change.

📅 Date: May 2026
📍 Location: TBC, Sydney
⏰ Time: 12:00 PM – 2:00 PM
🎟 Seats are limited to 12 senior executives.