HITS’ InsurTech Breakfast reaches new heights
The renewed series kicked off with record attendance, bringing together more than 280 colleagues to explore how AI can help organisations better understand and serve their customers.
HITS (House of InsurTech Switzerland), Generali's Corp-Up Studio, has revamped the InsurTech Breakfast, a long-standing initiative that connects colleagues with the technologies, trends, and innovators shaping the future of insurance. The updated format places greater emphasis on practical business applications and emerging technologies.
The redesigned series kicked off on 17 July with “Leveraging AI to Drive Customer Centricity,” drawing more than 280 colleagues and setting a new attendance record for the InsurTech Breakfast.
As products and prices become increasingly similar across the market, customer experience is emerging as a critical factor in how insurers stand out. The session explored how AI can help insurers better understand customer needs, anticipate expectations and provide more relevant, personalised interactions.
Hosted by Mathias Vazquez Rodriguez, Open Innovation Manager at HITS, the session brought together leading voices in AI and innovation, including Moodi Mahmoudi, CEO of NEXT AI; Frank Rauchfuß, CEO and Co-Founder of DXI, and Nicolas de Vergie, Head of Sales & Partnerships at NOTIFY.
How AI can support customer centricity
The discussion highlighted three practical applications of AI that can help insurers better understand, engage and serve their customers.
The first topic focused on how AI can help organisations better understand their customers, with Frank Rauchfuß, CEO and Co-Founder of DXI, demonstrating how Digital Customer Twins can simulate the responses of different customer groups to products, communications and service journeys, helping businesses uncover unmet needs and make more informed decisions before launch.
The second topic explored how AI can help organisations keep pace with changing customer expectations. Moodi Mahmoudi, CEO of NEXT AI, demonstrated a solution that consolidates feedback from multiple customer touchpoints, enabling businesses to identify patterns, detect emerging issues and act on customer needs more quickly.
Closing the session, Nicolas de Vergie, Head of Sales & Partnerships at NOTIFY, demonstrated how AI can help organisations move beyond one-size-fits-all communications by adapting messages, channels and timing to individual customer needs and preferences.
People and trust at the centre of responsible AI
Despite the different use cases presented, speakers agreed on one point: AI should strengthen, not replace, the human side of customer relationships. While technology can help insurers better understand customers and personalise interactions, empathy, trust and sound judgement remain essential, particularly when customers face important decisions or difficult circumstances.
Speakers also stressed that trust is fundamental to the successful adoption of AI. Privacy, transparency and responsible AI practices must therefore be built into AI solutions from the outset, not merely to meet compliance requirements, but to build long-term customer trust.
Overall, the session highlighted how AI can help organisations better understand customer needs, learn from customer feedback and deliver more relevant, personalised experiences. At the same time, the discussion reinforced the importance of keeping people at the centre of customer relationships and building trust through transparent and responsible AI practices.
The Insurtech Breakfast is a recurring HITS initiative that brings together Generali colleagues, industry experts and innovators to explore emerging technologies and their practical applications in insurance. To stay informed about upcoming editions and other HITS activities, register your interest here or contact info@houseofinsurtech.ch.