WEBINAR | Driving Client Engagement Through the Insurance Value Chain

From digital transformation strategies to modernization approaches, discover actionable insights to enhance customer experience and accelerate business growth.

Session agenda #

• Client engagement vs. customer experience
• Digital transformation research findings
• Technology enablement strategies
• Modernization approaches and real-world examples
• Planning your digital customer journey

What you’ll learn #

• Customer experience vs. client engagement – The difference between good UX design and building platforms that drive daily policyholder involvement

• Digital transformation approaches – How to choose between greenfield, legacy modernization, and ecosystem strategies for your organization

• Meeting Gen Z expectations – Implementing digital tools and automated underwriting that match modern buyer expectations

• Managing technical debt – Strategic approaches to modernizing legacy systems without disrupting customer engagement

• Balancing distribution channels – Maintaining advisor relationships while growing direct-to-consumer capabilities

Regional spotlight: Client engagement in the Caribbean market #

We also hosted a dedicated session exploring how Caribbean insurers are navigating digital transformation challenges unique to the region, including multi-island operations, regulatory complexity, and building trust in underinsured markets.

👉 Watch the Caribbean-focused webinar here

Caribbean webinar panelists: #

• Rendra Gopi, Managing Director, Cedros Capital Partners
• Ruben Virasami, Senior Vice President, Caribbean, Equisoft
• Annalie Moore, Board Director, Equisoft

About our expert speakers #

Kartik Sakthivel, Vice President & Chief Information Officer, LIMRA and LOMA #

Kartik leads digital transformation initiatives at LIMRA and LOMA, serving members across 71 countries. He spearheaded the 2020 partnership with McKinsey & Company to create an executive task force on emerging technologies and accelerated digitization. His expertise focuses on preparing carriers for generational shifts in customer expectations.

Dan McCoach, Head of Insurance, Life & Health, Celent #

Dan is a recognized thought leader in insurance technology transformation, with extensive research on customer experience design and digital engagement platforms. His studies have identified legacy technology systems and budget constraints as top carrier challenges. Dan specializes in balancing automation with true customer engagement, distinguishing between digitizing touchpoints and creating platforms that drive daily policyholder involvement.

Sanjay Kanyar, Partner, McKinsey & Company #

Sanjay is a McKinsey partner specializing in life insurance, annuities, and retirement solutions. He partnered with LIMRA in 2020 to lead the executive task force on emerging technologies. His expertise centers on helping carriers understand where engagement creates the highest value—from prospect education to retention through strategic cross-selling. He provides frameworks for choosing between greenfield, heritage modernization, or ecosystem approaches.

Kathleen O'Connell, Senior Meeting Planner, LIMRA #

Kathleen served as moderator for the Equisoft Accelerate Series webinar on driving digital client engagement through the insurance value chain, bringing extensive experience orchestrating industry discussions between technology providers, consultants, and insurance executives.

Deepen your knowledge: Digital transformation and customer engagement #

• A Comprehensive Guide to Customer Experience in the Life Insurance Industry – Explore new technology-driven approaches to improving CX throughout the entire policy lifecycle, from marketing to claims.
• Maximizing Value in Life Insurance Digital Transformation Projects – Learn how to adopt bedrock principles that increase effectiveness and extract maximum value from transformation initiatives.
• Planning Digital Transformation to Improve Customer Engagement – Discover the process for planning digital transformation that enhances engagement, regardless of your company size or situation.
• How Modern Policy Administration Systems Improve Customer Experience – Understand how API-driven PAS enables seamless integration with advisor platforms, mobile apps, and CRM systems to transform customer engagement.
• 7 Ways Insurance Technology Enables End-to-End Digital Insurance – See which technologies help carriers revolutionize the complete policy lifecycle from illustration to self-service portals.