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Changing the way people feel about insurance...with FWD
1 minutes | Jun 10, 2021
We'll be back soon!
We're taking a small break for the summer but stay tuned and we'll bring you more inspiring stories, great guests and powerful conversations. In the meantime, head to www.fwd.com for the latest news. Thanks to all our subscribers and listeners!
20 minutes | May 31, 2021
Creating more clarity for customers
Gavin Lai – FWD Group Assistant Vice President Brand and Marketing In this podcast, Gavin and Fiona discuss: • Project Clarity: an explainer • Insurance contracts • Insurance jargon and technical language • How to simplify things • Information design • Validation, feedback and the response to Project Clarity • Using Project Clarity to change the way people feel about insurance Find out more https://www.fwd.com/ Fiona references an article by Gavin about Project Clarity: https://www.campaignasia.com/article/dont-blame-short-attention-spans-for-unengaging-content/452947
16 minutes | May 10, 2021
A new way to bring insurance products to life
Leon Dorai - Assistant Vice President FWD Brand and Marketing Leon and Fiona discuss: • Trailblazer brand behaviour • Steve Jobs • Story telling • Insurance product brochures • Insurance product designers • Business metrics • Using positive emotions in branding • Story selling • FWD agents • Using storytelling as ongoing training In the podcast, Leon and Fiona discuss the Significant Objects project: https://significantobjects.com They also discuss a famous quote from Steve Jobs. Some more background on Steve Job’s approach to story-telling is here: https://www.technologyreview.com/2011/10/06/87186/steve-jobs-storyteller/ Find out more about FWD at https://www.fwd.com/
20 minutes | Apr 26, 2021
Changing how to work in insurance
Lee Murphy - FWD Group Chief Human Resources Officer Lee and Fiona discuss: • Employee experience • The FWD digital graduate programme • Hiring digital natives • Leadership • Coaching • An un-average FWD employee • Hybrid working • Attracting talent • Wellbeing at work • Millennial values • The Springboard CEO Challenge • Goal setting • Managing diverse markets • How to give feedback • Interview techniques • Unconscious bias In the podcast, Lee namechecks two podcasts: https://hbr.org/2018/01/podcast-ideacast https://go.mbs.works/wwgtt Find out more at https://www.fwd.com/
21 minutes | Apr 12, 2021
The power of digitisation and ecommerce in insurance
David Broom - FWD Group Chief Officer for New Business Models David and Fiona discuss: • The rise of e-commerce • Millennials and brand loyalty • Asia’s leapfrog into mobile • The customer self-servicing trend • The impact of COVID-19 • The aggregator model • Agents and the power of the human touch • The Asian growth story • Technological shifts in Asia • Being an entrepreneur • Being hyper customer led • Customer expectations In the podcast, David namechecks three of FWD’s partners: https://www.traveloka.com https://www.tiki.vn and https://www.tiki.id https://www.razer.com Find out more https://www.fwd.com/
23 minutes | Mar 29, 2021
How to use IT to solve real-life customer problems
Sandeep Pandey – FWD Group Chief Technology Officer Sandeep and Fiona discuss: • What FMCG can teach insurance • Using IT to solve real life customer problems • The tangible impacts of a cloud-first strategy • Creating an on-demand customer experience • COVID considerations • An API explainer • Big data, IoT, and other trends • The FWD digital graduate training scheme • Bringing diversity and inclusion into IT Find out more https://www.fwd.com/
25 minutes | Mar 15, 2021
The new insurance ecosystem. Led by customers. Powered by technology.
Binayak Dutta – FWD Group Chief Distribution Officer Binayak and Fiona discuss: • How FWD’s distribution channels have evolved • FWD's bank partnerships • Different markets + different needs • Digital tools for agents and bank staff • A bancassurance future model • Comparisons with retail • The impact of COVID • MDRT • New partnerships Binayak also mentions the following: FWD heading up the ranks of www.mdrt.org A product available from FWD Philippines called KanDuu, reviewed here https://www.nognoginthecity.com/2020/01/07/kanduu-affordable-life-insurance-fwd-life/ An initiative called Affiliates, featured here in the Malaysian market https://www.fwd.com.my/affiliate Find out more https://www.fwd.com/
21 minutes | Mar 1, 2021
Putting the power of digital technology to work
Ryan Kim – FWD Group Chief Digital Officer Ryan and Fiona discuss • How certain technologies can speed up claims • Artificial intelligence • How and why data must always meet customer needs • Partners, ecosystems and collaborations • Insurtech • Cloud • Different approaches for different Asian markets • A data lake 101 • The latest app trend Ryan also mentions an FWD award which is here: https://www.informatica.com/about-us/news/news-releases/2020/05/20200520-informatica-honors-industry-innovators-at-claireview-virtual-event-series-premiere.html Find out more https://www.fwd.com/
20 minutes | Feb 15, 2021
Reinventing insurance from the inside out
Sim Preston – FWD Group Chief Operating Officer Some of Sim and Fiona’s areas of discussion include: • How (and why) the industry needs to reinvent insurance • Why the industry needs to advocate for customers • The insurance myth that Sim would love to debunk • Emerging trends and behaviours • How to simplify insurance across four different journeys • Big tech moving into the insurance space • Making insurance relevant for millennials • How to differentiate in a competitive market Find out more: https://www.fwd.com/ This podcast was a socially-distanced face-to-face recording, conducted in the UK in December 2020.
21 minutes | Feb 2, 2021
Creating ripples and waves in customer experience
Troy Barnes – FWD Group Chief Transformation and Integration Officer In this podcast: • Troy offers an easy explainer on the meaning of customer experience • Troy expands on how the FWD team are tracking results in real time • Troy’s view on the big customer experience blind spot • Troy’s four customer experience trends Find out more https://www.fwd.com/ This podcast was recorded in January 2020 using remote recording technology.
19 minutes | Jan 18, 2021
How to build a brand to match a vision
Bernadette Stevens - FWD Group Vice President, Brand Development In this podcast, we cover many elements – from team memories to macro environments. Here are some themes we talk about: • How to select brand colours • Shooting insurance ads on Go Pros > Go to https://www.youtube.com/watch?v=A6mHLp7PDHk to take a look at one of the insurance adverts Bernie talks about • The importance of emotions, and trust • The gap in the market that’s enabled FWD to differentiate • Identifying drivers of purchase for a target audience • Why it’s so important that a brand stays agile Find out more https://www.fwd.com/ This podcast was recorded in December 2020 using remote recording technology.
26 minutes | Jan 4, 2021
FWD: the team, the vision, the big idea
Episode 1: Huynh Thanh Phong FWD Group CEO and Executive Director As one of the industry’s most talked about leaders, Phong unpacks the philosophy that inspires his work, reveals what his customers have taught him, and explains why FWD are taking a bold new approach to a legacy industry. Phong is a hugely respected figurehead in insurance, bringing over 30 years’ experience spanning North America, Asia and the Middle East. In 2005 in the UK, he was awarded an OBE for his contribution to financial services in Vietnam. Find out more https://www.fwd.com/ This podcast was recorded in November 2020 using remote recording technology.
1 minutes | Oct 30, 2020
Introducing Changing The Way People Feel About Insurance
Changing The Way People Feel About Insurance is a new podcast about what it takes to create new ideas in an old industry. Hear the stories and ambitions from the team at FWD, one of the most successful insurance groups in Asia. Each episode digs deep, unpacking new themes and innovative ways of working. Find out how the brand are fulfilling their vision and changing insurance for the better. Episodes dropped bi-monthly.
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