CUSTOMER EXPERIENCE DR. EDWIN VAN IN A POST-COVID WORLD DER OUDERAA Dr. Edwin Van der Ouderaa, senior MD at Accenture Financial Services, spoke about how the COVID-19 crisis is likely to accelerate the trend towards digital-led customer experiences in insurance. Most delegates in the breakout session agreed they expected insurers to use COVID-19 as an opportunity for transformation rather than returning to business as usual. Edwin noted that digital attackers like Three by Berkshire Hathaway are breezing through this “strange, involuntary experiment in customer experience”. AN INNOVATION AGENDA FOR THE COVID-19 ERA 07