One of the most in-demand and charismatic customer experience speakers and consultants in the world today, David Avrin, CSP, GSF, has shared his content-rich, very entertaining and actionable presentations with enthusiastic audiences and organisations across North America and around the world. Recent presentation locations include Singapore, Bangkok, Melbourne, Brisbane, Antwerp, Buenos Aires, Bogota, Mumbai, Sri Lanka, Abu Dhabi, Manila, Rotterdam, Barcelona, Monte Carlo, London, New Delhi, Kuala Lumpur, Johannesburg, and Dubai. David helps organisations better understand and serve their changing customers and clients to help future-proof their businesses by becoming ridiculously easy to do business with.

David’s business insights have been featured on thousands of media outlets around the world. He is also the author of five books published in multiple languages including the acclaimed: It’s Not Who You Know, It’s Who Knows You!, Why Customers Leave (and How to Win Them Back) and his newest book: Ridiculously Easy to Do Business With: A practical guide to giving customers what they want – when and how they want it. 

Lloyd is CEO of the TRIP Group and the former Overseas Security Advisor to the British Government. Throughout his career Lloyd has played a crucial role in ensuring the safety and security of personnel abroad. His high-level insights and behind-the-scenes assignments have been invaluable in safeguarding national interests and protecting those deployed on overseas operations.

Lloyd’s knowledge of international security is nothing short of remarkable. With experience of operating in over 80 countries, including some of the world’s most dangerous and challenging regions, he’s developed a deep understanding of the complexities of geopolitics. He has been responsible for providing security briefings to ambassadors, ministers and the heads of the UK’s intelligence agencies, as well as international corporations and NGOs. Lloyd is author of the highly acclaimed book, The Travel Survival Guide and regularly provides commentary for the media on travel security related stories.

Having specialised in emergency medicine, and with a diploma in tropical medicine from Germany, Bettina moved to Kenya to join AMREF Flying Doctors (AFD) in Nairobi, Kenya where she served in the organisation for 21 years as a Flight Physician, Medical Director and from 2012 to 2019 as the Chief Executive Officer. She relocated to Berlin, Germany, in 2020 for personal reasons and is now working across both continents in an advisory capacity for AFD and as an auditor and board member for EURAMI.

During her service and leadership, AMREF Flying Doctors developed from an aero-medical outreach programme of AMREF Health Africa into a successful, award-winning, EURAMI accredited international air ambulance company that is providing aeromedical patient transports locally, regionally and over long distance. Bettina also encouraged and oversaw the beginning of AFD’s jet operation, starting with the procurement of two jet aircraft, which significantly broadened AFD’s capabilities towards long-haul reach. AFD has since achieved world recognition and has become an important pillar and vital source of funding for its parent organisation, the humanitarian organisation AMREF Health Africa, to achieve its mission of lasting health change in Africa.

As Medical Director, David is responsible for overseeing the international health insurer GeoBlue’s medical case management activities including development and implementation of innovative clinical programmes and policies. He also oversees network development, engagement of providers, product design, strategic planning, and sales support to ensure access to, and quality of care for members.

David is a board-certified Emergency Physician. He previously, as Global Medical Director, Aviation and Maritime Services, International SOS, led and oversaw the global delivery of assistance services to the aviation and maritime industry. His teams provided industry-leading telemedicine medical services to the highest standards of excellence for global clientele including commercial airlines, business, and general aviation aircraft, luxury yachting and commercial shipping vessels.

David developed and managed highly trained professional operational and medical team members in global multi-platform delivery operations in the US, Europe, Africa and Asia. He also served as a member of International SOS Medical Director Team in support of regional Americas and international operations assistance service delivery.

Early in his career he practiced military, hyperbaric, travel, remote bare base and aerospace medicine while serving 15 years in the United States Air Force with deployments throughout Europe, the Middle East and Africa.

Sean entered the world of Flight Medicine in July of 2016 when he joined REVA, INC (Air Ambulance) as a full-time Flight Nurse and Medical Coordinator and established his leadership role as the Director of Medical Operations in 2021. As the Director of Medical Operations, he oversees the 24/7/365 Medical Department made up of 100+ Medical Staff. He brings over 12 years of experience in the medical field, previously working in emergency departments and trauma centres before joining the REVA team. In addition to Sean’s leadership role as Director of Medical Operations, he still maintains an active flight status as a Flight Nurse and can be found flying weekly with his medical teams. His main focus on a day-to-day basis is ensuring that he and his teams are providing the highest level of care to each and every patient, along with providing excellent customer service to all clients.

Sean received is Diploma in Nursing at the Western Pennsylvania Hospital School of Nursing in 2012, in Pittsburgh, PA, his Bachelor of Science in Nursing (BSN) from California University of Pennsylvania in 2014, and holds an MBA in Healthcare Management from Western Governors University in Salt Lake City, Utah. He has also been an active member of the Air & Surface Transport Nurses Association (ASTNA) since 2017. He is also a regular contributor to the AirMed&Rescue Magazine.

François Jacquemin is the Chief Executive Officer of Foyer Global Health, which he joined in 2021.

His focus is on growing existing partnerships and forging new ones, while overseeing an in-depth digital transformation to better serve FGH’s globally-mobile clients.

A senior insurance executive with wide-ranging global experience in strategic development, digitalisation, and the execution of international programmes, he has enjoyed a 25-year career covering insurance, pensions, employee benefits, product management and business development.

He is a firm believer in the power of technology to streamline and improve services in the medical and health insurance industries.

Zsuzsanna is a distinguished professional with over 15 years of experience in the travel assistance sector, committed to quality and customer orientation. With strong organisational and leadership skills, she has held various roles at International SOS, a leading company in medical and travel security assistance, and currently serves as the Head of Travel Assistance at Iris Global Soluciones.

Zsuzsanna began her career in 2009 as a Travel Assistance Operator, demonstrating leadership ability and conflict-resolution skills. She was promoted to Team Leader in 2011, solidifying her reputation in team management and handling complex situations. In 2013, she assumed the role of Travel Assistance Supervisor, where she oversaw medical assistance cases and managed teams until May 2021.

Since joining Iris Global Soluciones, Zsuzsanna has continued to demonstrate her commitment to excellence and customer satisfaction. Her proficiency in multiple languages and ability to adapt to multicultural environments have been crucial in her career, enabling her to manage diverse teams and effectively assist clients from various parts of the world.

She has collaborated with the University of Helsinki, where she has shared her academic experience.

Jonathan Frankham is an established Senior Executive with over 10 years’ experience in multinational organisations, including Big 4 and FTSE 100 insurers. With a proven track record of delivering change and process improvement in challenging and fast-paced environments and leading cross-functional multi-location teams, Jonathan was a natural fit to take on the role of General Manager, UK & Europe at nib Group in May 2022, having previously served as the groups Divisional Financial Controller and Head of Internal Audit.

With over 25 years’ experience in the travel insurance industry, Sasha knows how to deliver on customer needs in emergency travel, medical assistance, emergency evacuation and claims management. For today’s travellers, Sasha combines this experience with a team-based approach to find innovative tech-based solutions for delivering relevant products and services.

Prior to battleface and Robin Assist, Sasha worked for AIG Travel Guard and the Tangiers Group, where he focused on customer service while developing and leading international medical, logistics, and travel assistance operations.

Often, you’ll find Sasha working alongside his team, answering phones, selling travel insurance policies, and managing emergency assistance cases. This gives him a real sense of what global customers are truly looking for in today’s environment.

Brad joined TuGo in 2003 as Executive Director, Business Development. In his current position as Chief Customer Officer, he is responsible for all customer-facing operations. In addition to overseeing strategic growth and development of the traditional sales segment, he oversees the Claims and Cost Containment team as well as managing Customer Service and Customer Operations teams.

Brad is a stalwart supporter of the Travel Health and Insurance Association (THiA). Over the past six years, he has held various THiA roles; Vice President, President, and Past President, as well as being a member of numerous THiA committees.

Brad’s insurance experience spans more than 30 years; before joining TuGo, he was Vice President of Marsh Canada Ltd., one of the world’s leading risk and insurance services firms. At Marsh, Brad provided risk management and consulting services to a diverse mix of multinational and corporate clients, as well as universities and government agencies. Prior to his role as VP of Marsh Canada, Brad spent 25 years with Aon and Marsh & McLennan in various roles providing risk management and consulting services to corporate clients, with an emphasis on medical and health insurance programme structure.

Brad attended Concordia University College of Alberta and the University of Alberta. He has a Canadian Accredited Insurance Broker designation.

James Prebble is founder and CEO of Palladium Group Ltd.

He is a seasoned technology professional with over 20 years of experience in creating tangible value with digital technology for some of the world’s leading investors. His career began in the innovation team at Cancer Research UK, and he later served as the digital strategy director at a leading London agency. He has been instrumental in several digital transformation programs at top-tier organisations such as Zurich, AXA, Bluefin, L’Oreal, and Sage.

James co-founded Palladium in 2015, a multi-award-winning digital advisory firm, with a vision to transform digital strategy consultancy into a practice focused on action and execution. Under his leadership, Palladium has grown exponentially, joining the Next 15 family in 2019 and acquiring two specialist advisory firms, onefourzero and White Space Strategy. This growth has allowed Palladium to provide its clients with access to experts in digital technology and proven sector experience.

James’s fascination with artificial intelligence (AI) led to the creation of PrismGPT, the UK’s first private equity-trained, secure GPT environment. This tool, along with others such as Prism Diligence, provides tangible, operational improvements for clients and has carved out a niche for Palladium in the private equity sector with specific success in the Insurance and Legal sectors where AI has been adopted at pace. With plans for further geographic expansion and acquisitions pending in the US, James continues to focus on delivering unparalleled value to clients and supporting the private equity market and their portfolio companies to grow.

As Senior Vice President, Chief Administrative Officer and Head of Assistance and Claims of AIG Travel, James Page has global responsibility for AIG Travel Operations and Assistance Services. Previously he was President of AIG Travel Assist, Inc., and President of American International Assistance Services, Inc. James joined AIG in 2000 and has played an integral role in the development and growth of the assistance business and call centre operations worldwide.

James has a bachelor’s degree in finance from the University of Georgia and serves on the Board of Stewards for Faith United Methodist Church, Richmond, Texas. James previously worked in the finance and corporate planning group at Dell Computers. He began his career at AMR Corporate in Dallas, Texas, where he held several positions at American Airlines.

Irene is a leading professional in the world of insurance and assistance with international experience. She joined MAPFRE in 2010 as Technical Director of VERTI Spain, and has led actuarial, underwriting, marketing, BI and analysis, and business development areas. In 2017 she was appointed CEO of VERTI Spain. In 2019, she was appointed CEO of INSUREANDGO and ABRAXAS in the UK. In 2021, she returned to Spain as Deputy General Manager of the Business Development and Marketing Area, and Regional Director of IBERIA for MAWDY. That same year, she joined as a member of the MAWDY Management Committee. Since January 2023 she has been Deputy Chief Business Officer and Chief Data Officer of MAWDY.

Dr. Jong is the Group CEO and Group Medical Director at EMA Global, a company he established in 1991. Renowned for contributions to clinical anaesthesia, intensive care medicine, and aeromedical expertise, Dr. Jong holds a prominent position as a leading sub-specialist in aeromedical medicine. He also meticulously supervises all transports and actively engages in the aeromedical training and quality assurance initiatives for EMA Global’s medical escorts.

Adrian joins Crisis24 as the Chief Medical Officer, becoming the clinical lead of the Crisis24 medical team. He brings significant knowledge of International Assistance in remote settings having worked with the FCDO, the oil and gas industry, film and television organisations, and is well known in the field of medical communications, especially for his work during the Covid-19 epidemic.

Adrian qualified as a doctor in 1990 from Sheffield University Medical School and pursued a career in Emergency Medicine which led to an interest in travel medicine. He practised as a doctor on cruise ships before working with the Aboriginal Medical Services in remote-area medicine in Western Australia. He started his career in global medical assistance in 2001 as a flight doctor, performing hundreds of emergency evacuations from all parts of the globe. He later became involved with the management of all aspects of international assistance as he progressed through the ranks, reaching the position of Chief Medical Officer, a role he has held for many years. He is highly regarded as a senior voice in the industry, having experience at the highest level with managing complex cases for many multi-national companies and governments.

Carolyn is the CEO and founder of maiden-voyage.com. A pioneer in the space of inclusive travel security, Carolyn has received numerous awards for her work across the globe empowering individuals, corporations and travel industry suppliers to ensure that everybody can travel safely, whatever their personal characteristics. She is a well-known figure in the security industry, having spent a number of years on the Global Business Travel Association Risk Committee, and is regularly featured in the press and conference agendas around the world, always pushing the agenda with her insightful thought leadership.

As Head of the global medical provider management function for Allianz Partners, David leads a team of 140+ multidisciplinary medical network professionals across 38 different countries, developing medical network solutions for the health, travel and assistance lines of business globally for Allianz Partners. He has been leading this function since his return to Allianz in 2020, having previously held the role of Director of Payment Integrity for United Healthcare, focusing on US domestic provider waste and leakage controls.

Prior to his role with United Healthcare, David held a number of roles with Allianz Partners from 2010–2018, spanning roles in network management, global strategic programmes, and health operations leadership, driving significant change, growth and performance improvements at a time of major transformation for the organisation. He began his career with Microsoft, and developed a deep appreciation of the power of technology to drive accelerated performance and the highest standards of partner relationship management.

Paul is a multilingual corporate lawyer with two decades of expertise in the travel and health insurance industry. He leads Global Excel’s legal team and helps deliver creative legal solutions while ensuring compliance. He also supports the organisation’s growth by playing a key role in M&A transactions. Paul is admitted to the Quebec bar and is an Authorized House Counsel in Florida. He attended university in Quebec where he obtained law degrees in both civil and common law, as well as an LL.M in transnational law.

Hayley is a highly skilled Insurance professional with 20 years’ experience working in the international insurance industry. Her experience spans various health insurance core functions including claims, emergency assistance, partner management and network contracting. She currently leads the Americas network contracting team at Cigna healthcare – building and driving strong foundational relationships in the market and maintaining and developing a robust and affordable medical network, and executing on a global strategy that drives business growth, a scalable network, and delivers innovative healthcare solutions.

Amy Brown is the founder and CEO of Authenticx – the conversational intelligence platform that analyses and activates customers’ voices at scale to reveal transformational opportunities in healthcare.

Amy built her career as a rising executive in the healthcare industry, during which time she advocated for underserved populations, led and mobilised teams to expand healthcare coverage to thousands of Indiana residents, and learned the nuance of corporate operations.

In 2018, she decided to leverage her decades of industry experience to tackle healthcare through technology. She founded Authenticx with the mission to bring the authentic voice of the customer into the boardroom and increase positive healthcare outcomes. In 2023, Authenticx was ranked No. 349 on the Inc. 5000, recognised as one of America and Indiana’s fastest-growing private companies.

Mark Carney is a distinguished executive leader with over 35 years of experience in the insurance industry. Since joining WorldTrips he has served as President and CEO of the Tokio Marine HCC subsidiary. Under his leadership, WorldTrips has experienced significant growth and innovation.In 2020, Mark was appointed Chief Product Officer for Tokio Marine HCC’s Global Travel Group, where he played a crucial role in driving strategic acquisitions, including On Call International and InsureMyTrip.com. His vision and leadership have been instrumental in transforming the Global Travel Group, achieving substantial growth, and expanding the company’s market presence.

Mark holds a Bachelor of Science degree from Purdue University, where he remains an active philanthropic leader. He is a founding officer and board member of the Boiler Business Exchange, Chairman of the Board of Boilermaker Alliance, and a board member of the Heroes Club, a foundation supporting first responders. In the broader insurance industry, Mark’s influence extends through his board roles with several non-profit organisations, including the United States Travel Insurance Association.

Mark’s career is marked by his transformational leadership, strategic vision, and commitment to growth and innovation in the insurance industry. His extensive experience and dedication to excellence continue to drive success for the organisations he leads.

Laura Hilton has over 25 years experience creating quality-driven, cost-effective global healthcare networks. The architect of a worldwide healthcare network available to over 62 million insured members in 180+ countries, Laura is passionate about leveraging technology to simplify the healthcare experience. Laura has developed customized international healthcare solutions for multinational corporations, family offices, study abroad programs, NGOs and professional sports teams. A graduate of Yale University, Laura speaks five languages.