Plenary 4: We can work it out

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We will start this interactive discussion session with an analyst's overview of the industry, where we are and where we are going.  This will be followed by an overview of customer research, covering the public's personal financial behaviours, attitudes to saving and long term financial resilience, along with their perceptions of the role of insurance and financial services products.  We will finish with an example of how general insurers are embracing change; using technology to improve the customer sales and claim experience, increasing efficiency  and managing operational risk.