This keynote will explore how the concept of intelligence, human, artificial, and organisational, is evolving in response to rapid technological change. The session will highlight how insurance and financial services players must adapt decision-making, culture, and leadership to harness data, AI, and automation meaningfully, while preserving human insight, ethics, and trust. 

Digitisation in insurance is no longer a future ambition; it’s a present-day imperative. But for many insurers, the journey is complex, involving more than just technology upgrades. It’s about modernising core systems, reimagining customer journeys, redefining workforce roles, and enabling agile innovation. This panel explores how insurers are navigating this journey across different business sizes and levels of digital maturity, what’s working, what’s stalling, and how insurers, brokers, tech partners, and regulators can align around a shared vision of digital progress. 

The general theme to this is around that as AI takes on more responsibility in underwriting, renewals, and policy decision-making, how do we ensure it’s held to the same ethical and operational standards as its human predecessors? We can unpack the emerging compliance challenges of algorithmic decision-making in policy administration systems – I will spend some time writing out my thinking on this but there is a debate on whether our traditional notions of auditability, traceability, and accountability are ready for an AI-powered future. 

Here, the focus is on how data can inspire innovation when approached creatively. This session will showcase how insurers, brokers, and tech partners are using behavioural analytics, real-time data, and customer insights to develop new products, enhance service delivery, and unlock underserved markets. 

This discussion will delve into how AI and automation are not just replacing routine tasks but augmenting human capabilities, enhancing judgement, speed, and precision. Panelists will examine where true value lies in letting tech handle the mundane while humans focus on complex, relationship-based, or ethical decision-making. 

In today’s tech-driven environment, productivity isn’t about doing more, it’s about achieving more with less friction. This fireside chat explores how Financial Services Providers (FSPs) can unlock real value by embracing tools that automate workflows, streamline communication, and deliver smarter client service. From integrated WhatsApp messaging to secure e-signatures and real-time business insights, Craig Grasco unpacks how platforms like FSPHub are enabling leaner, more agile advisory businesses. Hosted by Brent Munnik, this session offers a practical look at what modern productivity really means, and how FSPs can thrive without compromising their mission. 

Despite collecting more data than ever before, many insurance organisations still struggle to turn this data into real-time, usable intelligence. This session will examine how to solve the “last mile” problem—getting data out of silos and into the hands of decision-makers in underwriting, claims, compliance, fraud detection, product innovation, and customer engagement. 

As the insurance sector accelerates digital transformation, we face a critical challenge: how do we ensure that automation, AI, and digital interfaces enhance the customer experience rather than diminish it? How do we protect empathy, trust, and relational engagement in an increasingly digital environment?