At Cookhouse Labs, we work closely with young talent from around the world to introduce a fresh perspective to real industry challenges. One of our favorite (and longest!) partnerships is with the University of Toronto — here’s an insight into our collaborations with Megan Whitehead-Douglas, Assistant Manager, Employer Relations & Career Development.
Megan, thank you for joining us today! Before we dive into the story behind our collaboration, let’s start with a quick introduction of yourself and your role at UoT.
I’ve worked at the University of Toronto for more than 14 years, and I’ve been in the Department of Statistical Sciences for almost three years. In my role as Assistant Manager, Employer Relations and Career Development, I get to support students as they navigate the world of work and career development and help them with their next steps once they decide what they would like to do.
Thank you for that intro! So, part of this career development work is our partnership, where your students can work closely with insurance professionals within our community, which is always a pleasure for us. Could you speak more about how the collaboration began?
I first met Ibeth and Sven at the downtown Toronto Lab space, somewhere in the Fall of 2019. They had reached out to me at the department to see how we could collaborate and invited me to visit the space so they could give me some background on the Lab. I was lucky to also be invited to their holiday party, and I still have the apron they gave me as a holiday gift! They began to save room for undergraduate students at their innovation events to aid the students in their career development. I really appreciated that gesture, especially because I was new in my role and trying to find ways to engage students. Our partnership has just grown from there, and the students now participate in many of the other activities you offer, such as the Summer Bootcamp.
Oh wow, what a great story! Since then, how has this partnership evolved and improved?
At the beginning of any collaboration, you’re trying to understand what the other party is about and build trust. Now we have a better sense of just all the amazing things that Cookhouse is doing to make insurance relevant and inclusive, which is onboard with how we want our students to work in the world. Your team has a good grasp of the industry and what employers want.
The improvement is that it feels like we’ve known each other for a long time, because it’s so easy to work with each other. The partnership has evolved in the sense that we now have a better understanding of what each group can do, and we know how to use our skills to support students even better.
After these activities and events, what type of feedback have you received from students?
They’ve always enjoyed the events! Any time a student has had the opportunity to participate — nothing but positive comments. What they’re most surprised about is what Ibeth and the team can get out of them. Students are pleasantly surprised to learn that when they trust themselves and the Design Thinking process, they can practice clearer and more empathetic thinking. They are more creative than they expect, and they enjoy the experience, because they get to exercise their technical skills and improve upon their communication and other soft skills that employers demand.
Yes, they get to put a hackathon on their resume, for example. The part I hear most about is how much they learn about themselves in the process, and that’s really helpful too. This is a key component of experiential learning, which is where our department and the university as a whole is headed.
Happy to hear that you received that kind of feedback! Coming to your own perspective now; when you look back, what is your favorite memory from this collaboration?
I always leave meetings with the Cookhouse team with a smile on my face and ideas flowing in my head, so it’s tough to pick a favorite. If I can be sneaky, I have a tie between two.
The first meeting was fantastic. Not only were we inspired by your space, but I had also brought along a student worker who the team was so welcoming and respectful towards, which stood out to me.
The second memory is of the recent Summer Bootcamp. Not only from a logistical sense, but also working with your team is very pleasant. I know everything will be handled professionally. I know it takes a lot of work, so thank you! Seeing the journey of the students and what they came up with while working with amazing mentors was just heartwarming, and you could tell how much it meant to them. It made me proud of them and proud of the program!
We really enjoy working with you too! Final question: Is there anything you would like to add?
I just want to thank the Cookhouse team. The ideas that come out of the Lab are incredible and the enthusiasm is infectious. We enjoy playing in your space. This is a collaboration that I hope we can continue for a really long time!
Megan, thank you so much for sharing your thoughts and experiences with us. We enjoy collaborating with you and University of Toronto, and can’t wait to see the exciting solutions that come out of our upcoming Bootcamp!
This global event brings together InsurTech experts and innovators from all over the world for 2 days of exciting insurance innovation and friendly competition. Our teams will tackle challenges related to the theme “Artificial Intelligence”, and under the guidance and support of our Certified Innovation Experts, use Design Thinking to develop creative solutions to present to our esteemed panel of judges at the Final Pitch Event!
To help you prepare for our upcoming virtual Ideathon, we’ve put together this quick guide on how to disrupt the insurance industry using Design Thinking in time for the big deadline!
While the Design Thinking stages may sound time-consuming, it’s possible to walk through each of them within a short timeframe. As a reminder, our Innovation Team will be available via regular check-in calls during the event to answer any questions and provide support on how to follow Design Thinking to develop impactful solutions. Please note that each check-in calls will be held between 9 AM to 5 PM in three different time zones — Eastern Daylight Time (EDT), Central European Summer Time (CEST), and Singapore Time (SGT).
So, how can you use Design Thinking to create a winning solution in just 2 days?
Below, we share a quick guide on how you can structure your time according to the stages in the Design Thinking methodology to help you conquer SummerHack 2022 and blow our judges away!
Tuesday, May 10, 2022 10:45 AM – Empathize
At 10:00 AM, the Cookhouse Labs team will announce our “Artificial Intelligence” challenges and you will have 2 days to create your solution for your chosen challenge!
You will have 45 minutes to discuss the challenge statements with your team and select 1 that you will tackle over the course of 2 days.
After you select your challenge, your Design Thinking journey begins with the first stage, Empathize. This is where you will begin to understand your target group, which can be done in 2 ways: internet research and interviews with your persona. You can’t create a customer-centric solution without putting yourself in the shoes of the customer, and a good way to do this is to speak directly with the potential customer and listen.
Deliverables: By the end of this stage, you will have:
An Empathy Map to help you visualize how the user thinks/feels and documents their pain points
1st Check-In: Our Innovation Experts will be available from 10:45AM to 11:15AM!
2:00 PM – Define
The next stage focuses on constructing a point of view based on the user’s needs. Here, you will take time to reflect on what the user has shared with you and to visualize their experience. By doing so, you can define what problem you are trying to solve based on your persona’s main needs and pain points, which will help you shape a better experience for the user.
Deliverables: By the end of this stage, you will have:
A Journey Map, which is a narrative of your user’s steps to accomplish a specific goal. This is mapped out in 2 layers: a timeline of the user’s actions and their thoughts/emotions while completing each task. You want to identify areas where the user encounters obstacles or barriers along their journey
How Might We (HMW) statement, a brief statement presented in form of a question that clarifies the actual problem you are focusing on based on the Journey Map and identifies the benefits and gains the solution. In the same project about bankruptcy mitigation, our team created 20 HMW statements and selected, “How might we reduce the risk of financial impact of current economic events?” and as they moved through interviews and customer journey the focus of their project became “How might we use the Internet of Things to assist small business owners with their Financial management, improve profitability and reduce bankruptcy?”. (Notice the benefits and gains in bold)
2nd Check-In: Our Innovation Experts will be available from 2:00PM to 2:30PM!
4:30 PM – Design
After selecting a single HMW statement to focus on, it’s time to ideate! This stage is all about connecting to your inner child and using your imagination to come up with multiple solutions to the problem your team identified. Quantity is important here, so remember to list as many possibilities as you can!
Deliverables: By the end of this stage, you will have:
Multiple possible solutions to tackle the challenge in various timeframes
A chosen idea to begin prototyping!
3rd Check-In: Our Innovation Experts will be available from 4:30 PM to 5:00 PM!
5 PM – Networking
At the end of Day 1, participants are invited to join us for an hour of networking with other innovators and our jury panel!
Wednesday, May 11, 2022 11:00 AM – Create
From 9 AM to 11 AM, you will have time to continue the Design phase and ideate as many solutions as possible to your chosen challenge.
Once your team has voted on a winning idea, you are now ready to build a Minimum Viable Product (MVP). You will begin by creating a low-fidelity prototype, which could take the form of a sketch, Excel spreadsheet, or PowerPoint presentation.
Deliverables: By the end of this stage, you will have:
A sketch of your Lo-Fi prototype to help visualize and test the solution
4th Check-In: Our Innovation Experts will be available from 11:00AM to 11:30 AM!
2:30 PM – Presentation
In a little over 2 hours, you will submit your final solution!
At this time, you should begin to practice your pitch and prepare any materials required (such as PowerPoint slides). Remember, you will have to submit a 4-minute video of your pitch to play for our panel of judges, who will ask you follow-up questions right after!
Deliverables: By the end of this stage, you will have:
Submitted your pitch video on our platform, including a brief description and all supporting materials
Prepared for questions from our judges at our Final Pitch Event beginning at 8:00 AM EDT
5th Check-In: Our Innovation Experts will be available from 2:30 PM to 3 PM!
5 PM – Networking
At the end of Day 2, we will hold another open networking session for participants and judges to come together to celebrate crossing the finish line!
To provide even further support, our Innovation Team has prepared an Introduction to Design Thinking Masterclass series to introduce you to the methodology and help you prepare before the event. On the day of the event, you will have access to our experts during the innovation check-in sessions where you will have the opportunity to ask any questions you have after watching the Masterclasses.
And with that, you are now ready to disrupt the insurance industry!
We wish all our teams the best of luck for SummerHack 2022! We invite our community members to join the Final Pitch Event on Thursday, May 12th at 8:00 AM EDT to see the exciting solutions our teams of insurers, startups, and student innovators develop.
Toronto, Canada, March 21, 2022 — msg global solution’s Cookhouse Labs, a gobal leader in InsurTech collaboration, co-creation and innovation, announced today that its infamous SummerHack will return for the 3rd year in a row.
For the past 5 years, Cookhouse Labs has worked diligently to create a community of insurance, reinsurance, brokers, startups, vendors and academia from around the globe to co-create and develop solutions to tackle current and future challenges of the insurance industry. As part of this mission, the innovation hub frequently hosts wide-scale ideathons and co-creation projects, such as SummerHack, StudentHack (in collaboration with the Insurance Institute of Canada), and student bootcamps in partnership with local and international universities.
“SummerHack gives insurers around the world an opportunity to play in our innovation sandbox for 2 days. The atmosphere is always full of high energy and creativity, and by the end of this event, everyone walks away feeling inspired and proud of the real business solutions they created in such a short time!”
Sven Roehl, Co-Founder of Cookhouse Labs and Head of Innovation at msg global solutions
Among some of the exciting and creative solutions that result from these events is a Smart tooth that aims to lower health insurance premiums, an insurance awareness campaign that leverages everyday bread purchases, and an insurance product for those in the gig economy (such as ride-share drivers).
This year’s theme centers on “Artificial Intelligence in Insurance” — a nod towards the powerful technology that is transforming areas across the global insurance industry and helping insurers make meaningful changes to elevate their customer experience. With the potential to improve efficiency, reduce costs, and predict customer needs well in advance, there are plenty of applications and ideas expected out of this year’s competitive event.
Over 100 global participants typically race against the clock in these ideathons to claim the winner title, determined by a jury panel of esteemed industry leaders from top organizations, such as AXA, SCOR, and HSBC. The event is held in 3 different time zones to welcome participants from the Americas, EMEA, and APAC, adding an especially global dimension to this fast-paced competition.
“These types of events generate new ideas that have legs to stand on. Hackathons, innovation labs, and incubators created a dedicated space to foster and promote these ideas, which can then be pitched to those working in sectors in need of disruption. Alone, you may not have the support you need to develop your idea, but these types of events help creative and diverse ideas move forward.”
Manisha Dias, Vice President – Strategic Partnerships, SCOR (During an interview about her experience as a SummerHack judge)
Participants of this year’s SummerHack can expect another action-packed event, complete with brand-new challenges inspired by the Artificial Intelligence theme and fantastic prizes for the top teams!
For media, partnership, or collaboration enquires, contact Insiya Meherally, Community Manager at Insiya.Meherally@cookhouselabs.com.
To find out more about Cookhouse Labs and how you can get involved in this year’s competition, click here.
About Cookhouse Labs
Inspired by a test kitchen, Cookhouse Labs is a collaborative space for innovative chefs, Tastemakers and taste-testers to create recipes, infuse flavours, and experiment beyond boundaries. Our community of insurance innovators and insurtech experts is the key ingredient in the ideation process, empowering and integrating a global collection of ideas with Design Thinking to serve innovation in the insurance industry, based on a paid membership model. To learn more about Cookhouse Labs, visit: www.cookhouselabs.com.
In the final part of our series, I sat down with Zain Ibrahim, a SummerHack 2021 judge and Executive Director and COO at EFU Life in Pakistan. We discussed Zain’s experience as a first-time judge and participant, highlights from the event, and his advice for teams looking to win at next year’s SummerHack 2022!
Zain, thank you for joining us both as a judge and participant this year! We’re curious to know, what inspired you to get super involved with the event?
I was recommended by a previous colleague who knew from firsthand experience about the appetite of our company to digitalize and innovate within our industry. I was then approached by Cookhouse Labs, of course, and later found out that I had connected with Jason (Cookhouse Labs’ partner in China) beforehand, so I felt at home.
As a judge and as a participant, you have two different perspectives to share with us. Let’s start with the participant side; What is something about the participant experience that you wish more judges and audience members knew?
Above everything, it taught me to empathize more. As a participant, I gained an understanding of how the whole process works, and I was able to relate more to the teams and what they were trying to achieve. In a global event, teams are from various backgrounds, and it would better serve the judges if they understood the markets the teams are coming from and what challenges they are trying to solve within their regions.
On the other hand, what is something that you wish participants understood better from a judge’s point of view?
It’s all about simplicity. All beautiful things start simple, and judges are not looking for complicated solutions. For every solution we looked at, we asked, “What’s the simple idea here?” to help us understand what the team was trying to solve. So, the key is simplicity.
Staying on the topic of looking at solutions, which pitch did you find memorable and more importantly, why was it memorable for you?
Both the winner and runner-up were amazing! The pitch deck that caught my eye most belonged to the winner, and I’ll tell you why. They took on a difficult challenge and presented it in a uniquely creative way. I was really impressed by the practical solution and the way they executed the pitch.
After seeing all of these pitches and other pitches you’ve seen in your profession, what are three key ingredients that make a successful pitch?
The first one would have to be passion, specifically for the problem that you’re trying to solve. Without that, you will not be able to put your heart into finding the solution, and without that, you won’t be able to come up with a truly innovative pitch.
Another ingredient would be practicality, because while you may come up with an out-of-the-box solution, you need to be mindful of the fact that your innovative solutions should be practical, executable, and should make business sense.
The final ingredient would be the presentation video. You can tell when a team allocates a significant amount of time to the content and to the idea when you see the actual presentation video, and this differentiates the good ones versus the really good ones.
So, what advice would you offer teams for next year?
Practice more. As a team, it’s always better to practice your presentation several times beforehand and even preempt some of the questions that the judges will ask, because then you’ll be able to better handle the questions and everything will look flawless.
Drawing on your experience as both a participant and as a judge one more time, how would you describe your overall experience at SummerHack?
One word: Amazing. The best thing about participating in such an event is that we got to step away from our everyday tasks and unlearn everything we knew about innovation. It was our first time learning about the Design Thinking methodology, and when we were chatting about our experiences afterwards, you could tell that it inspired an innovative mindset in all of us. Now we ask, “Is there a better way to manage this?” in our day-to-day tasks.
I’m really impressed by the flawless management of the event. The team had to manage 12 hours of time differences and they did a tremendous job. All the prep work was given to us and we had meetings before the event, where we were told what to do and what to expect. Even the technical support, I remember, was incredible. We had trouble at the very last minute in uploading our pitch video late at night, and we asked for help. We were helped immediately, and so to Cookhouse Labs, thank you for the amazing management.
Thank you for the kind words! A final question for you: How can an event like SummerHack help #MakeInsuranceBetter for the global community?
Such an event fosters innovative thinking, right? And innovative thinking means thinking differently for different markets. An event like this helps in the local context, because you see global companies talking about challenges and solutions that are relevant to specific markets, but the way they are handling those challenges could in some way, shape, or form be applicable to another market. That’s the beauty of having a global event: You can learn a lot about how others are tackling challenges around the world and apply it to a local challenge. There’s always something you can take away from these events.
Zain, thank you so much for sharing your insights and valuable advice with our community. We wish you all the best and hope to see you and Team EFU Life again at SummerHack 2022!
Want to stay informed about how you can join our upcoming SummerHack 2022? Join our mailing list here and receive updates straight to your inbox!
Earlier this month, we ran our first-ever hybrid event in our Toronto Lab space!
We were delighted to host an in-house day on November 3rd for a large group of students from the University of Amsterdam as part of the VSAE International Study Project2021, where Actuarial and Econometrics students visited Toronto for a week to immerse themselves in the Canadian business world.
Our team was very excited to welcome them — check out how we prepared the Lab space for our special guests below!
As we continue to grow internationally, our team has been exploring opportunities to run hybrid events that allow participants to join both in-person and virtually. In 2020, we even invited students from the University of Applied Sciences in Würzburg-Schweinfurt, Germany (FHWS) to develop their own solution for a hybrid event model. Check out the cool robotic solution they came up with here!
To test out our hybrid concept, our Lead Innovation Coach, Ibeth Ramos, led the day’s events remotely, while our Co-Founder Sven Roehl and our intern Niklas Bortzler were present in the Lab to greet the students and facilitate the on-ground activities.
The student group arrived promptly at 9 AM and received a warm welcome from our in-house team. After they found their nametags and poured themselves a hot cup of coffee, the group settled in the main Lab space to begin their exciting day with us.
Our Co-Founder Sven gave a brief introduction of Cookhouse Labs and msg global solutions, our parent company. Director of Cookhouse Labs Utrecht (The Netherlands), Rian de Heer, joined the introduction virtually from France to provide more insight into msg global solutions, beginning with the company’s origins in 1980 and how it grew to over 8500 employees in 28 countries today.
Sven continued his presentation with a deeper dive into the history of the insurance industry, sharing challenges along the way and how Cookhouse Labs is playing a part to #MakeInsuranceBetter by facilitating innovation, collaboration, and co-creation.
After a quick coffee break, Coach Ibeth gave the students a virtual introduction to Design Thinking, walking them through the fundamentals of the human-centered innovation methodology. The students were also introduced to her lovely puppies, who joined the session briefly as well! Then, they set off for a quick lunch break before they began to apply their learnings in a short sprint.
The students were split into 4 teams and invited to tackle the challenge of how the insurance industry can help combat climate change. They began the first step of Design Thinking: Empathy, which required them to learn about current perspectives on insurance and climate change.
During step two, Define, they mapped out their findings on a whiteboard empathy map. Using these key insights, the student teams defined a persona and created a journey map. For example, one team chose the persona of a 28-year-old salesperson who was inspired by a climate change documentary and mapped out the persona’s experience of getting in touch with their insurer to see how the organization could make a difference.
Coach Ibeth continued to guide the teams, visiting each room virtually and interacting with the students as they moved to the next step, Design. The students ideated solutions they could develop within various timeframes, such as 1 week and 1 month.
After voting on the top idea to develop, the teams dove into the next step, Create. Coach Ibeth had prepared special prototyping boxes for the students the day before their visit, with various fun materials to use during this stage, such as feathers, stickers, pipe cleaners, and popsicle sticks. She invited their inner child to come out and play, providing the space for them to express creativity and have fun.
During the final step, Test, the teams presented their prototypes to each other, such as an information app and smartwatch to help customers monitor their carbon footprint. The presentations were creative, fun, and all unique — we were absolutely blown away!
As the clock struck 4:30 PM, we began to wrap up our in-house day with positive feedback and final comments. Co-Founder Sven and Coach Ibeth encouraged the students to always trust the Design Thinking process and to stay connected to our global community by joining future opportunities to co-create with insurance thought leaders. Our team then presented the students with special gifts ahead of the holiday season, and the whole group posed for a few photos before a little networking and final goodbyes.
Before we concluded the day, we asked Michelle Mutsaers, who is a board member of the VSAE, to describe the in-house day experience:
“During the in-house at Cookhouse Labs, our students learned to solve problems by using more creative and out-of-the-box thinking. The day was well-balanced with a short theoretical part and after that, immediately using this in practice. In short, it was a highly educational and fun day!”
— Michelle Mutsaers, Board Member on the International Study Project Committee 2021
A big thank-you to VSAE for spending a day in our innovation space, and to msg global solutions Canada for being the sponsor for the day! We enjoyed meeting and hosting the students and look forward to seeing all of you continue to achieve big things in the near future!
Want to be the first to hear about our next young talent event? Join our community and receive updates directly to your inbox!
In the next part of our series, I sat down with Si XIe, Head of Financial Planning and Insights at HSBC Pinnacle Venture and a 2-time ideathon Judge (SummerHack 2020 and 2021). We discussed the highlights of this year’s global competition, the ingredients to a great pitch, and what teams at SummerHack 2022 can do to win our big prize!
Si, thank you for your continuous support of our global Design Thinking ideathons! We’re curious to know, what inspired you to return to the jury panel this year?
First and foremost, the energy and creativity from the participants as they worked together to solve a real industry challenge. I often see many unconventional ideas at these events that even I, as a long-term participant, would not have dreamt about. With my experience over the last two years of helping HSBC set up a digitally enabled financial planning business from the ground up, I have a lot of appreciation for thinking differently.
Speaking of perspectives and thinking differently, you have the unique experience of being both a participant at one of our ideathons and a judge at two more. What is the one thing about the participant experience that you wish that judges and audience members knew more about?
Innovation is like a muscle that you need to constantly exercise to become better and stronger at it. Design Thinking is a great methodology that has proven to be successful. However, this process does require many iterations, and can feel quite unnatural and difficult at first — at least, it was for me initially. No challenge is easy, and sometimes things don’t go well during the journey, but I was also amazed at the result. As a judge, I would want fellow judges and audience members to appreciate how much work the participant has to do during the event.
Now, using your judge lens, what do you wish that participants knew about the judge’s perspective in these events?
It’s equally challenging for the judges, and we often deliberate for long periods of time to decide on the winner. So, if your idea did not win, it does not mean that is not a great idea. There can only be one winning solution, but we see so many great ideas from the teams.
That’s a very valuable insight for our participants! Staying with your judge lens, what do you enjoy most about being on the panel of our ideathons?
It really helps me think outside the box and see what opportunities are out there. From an international perspective, I draw from the inspiration and bring it back to my day-to-day work as well. Since I work for one of the biggest organizations in the world, exposing myself to different global problems and solutions helps with my job and career development and for me, that’s very valuable.
Focusing on the inspiration and ideas, which pitch stood out most to you and more importantly, why did it stand out to you?
The most memorable solution for me was by Team SaveMoney. Their solution helped restaurants find a reliable local supply chain, which in turn, also opens credit related insurance opportunities. It was a very creative idea that not only fit with the theme of reducing ecological footprint, but also it created product opportunities for the insurer. The possibilities are limitless; it can apply to different cities and different countries, and I appreciate that kind of out-of-the-box thinking.
Reflecting on your entire experience at our ideathons, what are three pieces of advice that you can offer teams looking to win next year?
From a participant’s lens, as long as you improve your innovation skills by going through the process, it is already a win. To get the most out of the event, be open-minded and be prepared to work hard, because it isn’t easy. And lastly, set up a team with diverse backgrounds and skillsets, because this will maximize the chances of coming up with a more creative idea.
Final question: How can an event like SummerHack help #MakeInsuranceBetter for everybody in the global community?
It gives us an opportunity to challenge our own ways of thinking and to open our minds to new ideas, such as new forms of risk, new solutions, or new operating models that perhaps we had never thought of before. I often think about this; Instead of letting tech giants disrupt our industry, why don’t we reinvent ourselves? Why not disrupt ourselves? So, this event is great because sparks ideas to solve our own problems in the industry.
Si, thank you so much for sharing your thoughts and valuable advice with our community. We wish you all the best with your venture and we hope to see you again at SummerHack 2022!
We’re excited to continue our series, “Startup Bites: Meet the Young Chefs”, where Co-Founder Sven Roehl sits down with founders of startups to chat about their exciting solutions and how they’re on track to make big waves in the insurance world.
In today’s blog, Sven sat down with Parloa, the winner of our Startup Pitch Specials: Germany and Beyond event. Founded in 2017, the startup aims to replace old touch-tone IVRs in the call center with a more natural and efficient customer experience across different channels, such as over the phone, on-site chats, and even WhatsApp. The low-code front-end design means insurers do not need data scientists, machine learning engineers, or developer resources to leverage the Conversational AI solution.
Check out what we learned about Parloa below!
How It All Began
Almost 5 years ago, the founders were fascinated by voice assistants Alexa and Google Assistant and their ability to interact with humans. Immediately, they knew that something big was happening and wanted to be a part of the change. They founded one of Europe’s first Conversational AI agencies, called Future of Voice, to work with clients to build voice interactions using those voice assistants. Within the first 2 years, they recognized 2 major challenges:
1. No low-code tool existed in the market to help companies build these voice automation experiences
2. Existing voice assistants supported daily tasks (such as to-do lists and playing music), not customer experience functions
The founders subsequently launched Parloa, which uses Conversational AI to enable companies to automate their phone infrastructure to elevate customer experience.
Their Biggest Challenge?
Moving away from voice assistants and towards phone infrastructure — it was also their best decision!
When the team finally found product-market fit, they focused their attention on the next challenge: growing as fast as possible.
So, How Does Parloa Help Insurers?
Up to 40% of a customer service agent’s time is spent authenticating the customer’s identity using details such as birthdates. Within the insurance industry alone, this adds up to 26 million minutes (50 years!) wasted per day.
Parloa gives insurers back their lost time by automating these repetitive tasks and optimizing certain KPIs. Using automated speech recognition and natural language understanding, Parloa empowers insurers to train their models using real-life interactions with customers to create a customer experience that gets better every day. This means happier customers and of course, happier agents!
3 Use Cases for Parloa’s Conversational AI Solution
1. Routing: Replacing old touch-tone IVRs with a more customer-friendly experience and the most intuitive way to express a concern: Speaking
2. Authentication: Give your agents back their time by replacing manual authentication processes with Parloa’s easy-to-use connections to your CRM
3. End-to-End Cases: Whether it’s an address or contact data change, let Parloa handle repetitive tasks so your agents can focus on solving real problems for customers
Bonus: Agents Receive Transcripts of Interactions with the AI
When Parloa routes a customer to an available agent, the agent receives a transcript of the AI’s customer interaction in order to help the agent better support the customer and continue the conversation. This transcript also provides valuable data to continue to train the system for future interactions, so you can rest assured that your customer experience is getting better day after day!
After witnessing Parloa’s much-needed solution in action, we can see why the judges voted for this innovative startup as the winner of our Startup Pitch Specials: Germany and Beyond! We wish Parloa the best as they continue to grow internationally and look forward to welcoming the team back for future events!
In the next part of our series, I sat down with Max Bachem, 2-time judge (WinterHack 2020 and SummerHack 2021) and CEO at Coya. We discussed what inspired him to return to our jury panel, why diversity was the highlight of the competition, and his advice for teams looking to win the top prize next year!
Max, thank you for returning as a judge this year! We’d love to know, what inspired you to return, and what do you enjoy most about the role?
I really enjoyed my first time on the panel last year, while I was still at AXA. What was amazing was just networking with all the teams, hearing innovative ideas from across the globe, and being able to discuss new opportunities with people who have a completely different perspective. Often, we might have a local view on a challenge, and it’s great meeting people with different ways of looking at the same problem.
Compared to your experience at WinterHack 2020, what do you think has changed or improved since last time?
The teams were even more diverse this year! Last year, a lot of teams were from Europe and North America, and this year we had people from APAC, EMEA, and the Americas, which I loved. All this diversity meant we had very different ideas on the table this time.
And out of those ideas at the Final Pitch Event, which one stood out to you and more importantly, why did it stand out to you?
I’m very happy for the Winner and the Runner-Up, both of whom had amazing ideas. I have to say though, it was really hard to decide on the winners because there were a lot of amazing ideas. Some were more innovative, and others were more applicable, but I loved all the ideas because they all had an interesting aspect to them. One that stands out to me was a solution from HDI in Germany, which had this tool to scrape social media and stay connected to the customer. Some of the other ideas were very visionary, even ahead of time, but interesting to keep in mind because they might be something to implement in 1-2 years.
After attending the Final Pitch Event and seeing other pitches during your career, what is the best way to create a successful pitch?
The most important thing is to think about the audience. What is the audience interested in? What is the right amount of detail to share? If you create a good story, you can easily hook the audience. During the ideathon, you have very limited time. You may not be able to think through the idea 100%, but it doesn’t need to be fully thought through. Your approach should be “Hey, I have a good base idea, and maybe we need to tweak it a bit afterward, but there is some truth and high potential behind it”, and that will help you convince the judges.
What additional advice can you offer incoming teams for SummerHack 2022?
Just have fun! Sure, you’ll come up with new ideas, but it’s a fun team-building activity and you should enjoy the time you spend exchanging ideas with other people. That would be my biggest recommendation; have fun, because while you’re having fun, you’re probably coming up with great ideas and you’ll make a great pitch at the end.
We’re hoping you had fun as a judge, as well! How would you describe your overall experience at SummerHack?
My own experience was very positive. Both the WinterHack and SummerHack were well-organized! You brought together very diverse teams this year, and it was a pleasure to not only see the ideas, but network with those teams afterwards, as well.
Final question for you: How can an event like SummerHack can help #MakeInsuranceBetter for the global community?
You brought together these diverse teams that likely see different customer problems in their respective markets, whether they’re emerging markets or those that are more developed. These perspectives and solutions can be relevant in other markets or inspire other solutions that you would have never thought were possible for specific markets. These events enable a transfer of knowledge, experience, and ideas that in the end will help to create new, innovative, and better products for customers, which is what we are aiming for.
Max, thank you so much for sharing your insights and valuable advice with our community. We wish you all the best and hope to see you again at SummerHack 2022!
In the next part of our series, I sat down with Nicole Schepanek, a SummerHack 2021 judge and Co-Founder and Managing Partner at Aureus Capital. We discussed her experience as a first-time judge, highlights from the global competition, and what advice she could offer teams at SummerHack 2022 to win big next year!
Nicole, thank you for joining us as a judge this year! We’d love to know, what inspired you to get involved with the event?
I really enjoy working with other experts and helping them think about what new ways are to innovate in the insurance industry. It’s at the core of my being. I love when different people from different parts of the industry around the world come together at these events, and that instills the spirit of innovation.
We’re grateful to have had you onboard this year! Not only did you judge the pitches, but you also joined the networking sessions, something new we added this year. What did you enjoy about your networking experience?
It’s interesting to learn more about the different viewpoints that global participants bring to these events, because it leads to fascinating discussions. It’s crucial to understand those viewpoints. We rarely see people working in insurance and those from other industries come together to think over and beyond the insurance spectrum. Too often, the insurance industry thinks within its box, rather than looking beyond. So, I enjoy the diversity and discussions at these events.
Now, coming to your perspective as a judge, what was your favorite solution from the Final Pitch Event? Why did it stand out to you?
All of them were great, to start, and were inspiring on different levels. Foresters really focused on the gig economy, and that’s both a big trend and challenge for us as an industry. I liked that they really put the customer first and thought about the gig workers’ needs. This was one of the more-developed solutions we saw, and they pitched with great spirit and energy when showcasing their solution.
After seeing these 12 pitches and other pitches within your career, what are a few key ingredients to creating a successful pitch?
Tell a story. Explain the challenge, opportunity, or problem you’re trying to solve. Why is it a problem? What’s our USP? Why can we solve it when no one else can solve it? It’s also crucial to think about what it takes to create a network effect and keep customers coming to you, rather than to someone else
What additional advice can you offer teams going into SummerHack 2022?
Focus on the fun! Be natural and enjoy the experience that comes with different viewpoints coming together to refine your ideas. I think it’s a really exciting event, and everyone that participates learns something, but should also enjoy themselves at the same time.
Drawing on your experience as a first-time judge, how would you describe it overall?
It was awesome! A big thumbs up to Cookhouse Labs and InsurLab Germany. What I really liked about it was that people from different dimensions of the ecosystem come together. Everyone is really excited and there is a great exchange of ideas, even beyond the event.
Continuing that thought, how do you think an event like SummerHack can help #MakeInsuranceBetter for everyone?
You bring together folks with different perspectives from the industry, and often they talk and exchange ideas. As an investor, I hear pitches all the time, but it’s very much one-sided. Here, people come together without a specific siloed focus, per se. Through this, we can innovate more openly. As a second step, thinking about the business model in detail and what kind of backing would be best for the ideas is crucial in order to execute them.
Nicole, thank you so much for sharing your insights and valuable advice with our community. We wish you all the best and hope to see you again at SummerHack 2022!
Recently, I had the pleasure of sitting down with the recipients of our People’s Choice — APAC & EMEA title, Team EFU Life. I asked the team about the process of developing their innovative solution and invited them to reflect on their experience and success at the global ideathon.
Team EFU, first of all, congratulations on winning the crowd vote at SummerHack 2021! Before we dive into how you made it happen, let’s do a quick round of introductions.
Arshad: Hi everyone, my name is Arshad Iqbal and I’m the General Manager Operations at EFU Life. Apart from running the operations of the company, I’m responsible for the transformation process, including ideas, workflows, and processes. I’m both a lawyer and a business manager.
Danny: My name is Danny Su. I’m currently student at the University of Toronto, studying Actuarial and Statistical Sciences, and I enjoy hiking lot.
Ashfaque: I’m Ashfaque Ahmed and I head technology and IT at EFU Life. I manage digitalization processes, keep an eye on industry trends, and am involved in a lot of technology-based initiatives in my company, such as the BLISS (Bio-Metric enabled policy acquisition system), the first RPA in the Pakistani insurance industry, and more.
Sam: My name is Sam Xu and I’m currently in my final year at the University of Toronto’s Statistical and Actuarial Sciences program. I love learning about the insurance industry, and in my free time, I enjoy outdoor activities.
Jane: I’m Hui Jen Yang and I’m also a final year student at the University of Toronto, where I’m double majoring in Economics and Actuarial Science. I love baking and hiking a lot, too!
Raza: I’m Raza Hasan. By profession, I’m an actuary, and I oversee the group insurance department. Prior to Pakistan, I’ve also worked in San Francisco and Toronto, Canada. I love sports, and these days golf has become a passion.
Yuqing: Hi everyone, I’m Yuqing Liu and I’m currently in Australia. I’m a first year Actuarial Science student at the University of Toronto. I like to play basketball, bushwalk, and I’m learning how to ski now.
Thank you for those great introductions! Now talking about the event, what inspired you to get involved and how did your team come together?
Yuqing: Danny brought us students together! We’re both in the Actuarial Science Club at the University of Toronto, and we’re so like-minded that we actually reached out to each other to ask if we wanted to be on a team together. We’re very grateful EFU Life chose us to join their team, and it was a great learning experience for us, especially on the collaboration side!
Raza: Being a tech-driven company, SummerHack itself sounded like a very interesting proposition. We learned more about the event and really liked what you (Cookhouse Labs) were doing. We also felt working with students would be a great experience.
And was it a great experience?
Raza: It was intense, but definitely an excellent experience!
Arshad: We really enjoyed how it was packaged and organized. Everything from the creation of the ideas to the execution was amazing.
Ashfaque: This was the first time that we were involved in something like this. It was organized well, and it was a great learning experience for us, especially because it was hosted virtually.
We’re happy to hear that! Staying with the theme of things being virtual, we know that EFU Life was able to sit together and ideate, but the rest of your team is actually in several different countries and time zones! How did you all work together and overcome the time difference to create your solution?
Jane: Good question! The first thing we did was to brainstorm together, and soon we had a general idea of what our solution would be. Afterwards, we split the work up and scheduled regular meeting times, so our teammates were able to work in different time zones and no one had to stay up late to work on the solution. We all did our parts of the project and then met to prepare the pitch video. Communication, respect, and teamwork are so important, and since everyone on our team is considerate and proactive, we were able to efficiently develop our solution despite the time difference.
We love that kind of collaboration! We love it when there are different perspectives on a team, and everyone finds a way to work together. Speaking of perspectives, we have quite a range of experiences on this team, from first year students to industry veterans with over 20 years of experience. How did you harness these diverse experiences when creating your solution?
Yuqing: We all come from different cultural backgrounds and have different levels of engagement in the insurance industry. Personally, I’m a first-year student and EFU Life is full of experienced insurers, and our other teammates have already participated in similar events, like the StudentHack. The big advantage for us is diversity, and for us that means creativity and being able to learn from each other. I learned how insurance companies operate and how getting involved in more industry events will help shape my future as an actuary.
Arshad: We were lucky to have such great students and energy on our team, and we weren’t expecting that. Even at midnight, they were working on the solution as if it was daytime. Based on the input we received from them, you would have never guessed that they were students!
Ashfaque: The coordination and level of communication was amazing. We broke the ice within minutes of meeting them, and as soon as we started working together, it didn’t feel like we were working with the students for the first time. Once you have a great team, the ideas just flow, and we got fantastic support from the students on our team.
That’s often the toughest part of working virtually — to meet somebody for the first time and instantly have that level of communication, understanding, and respect, so congratulations on achieving this! Coming to how you worked together, which of the four challenges did your team select and what was your solution?
Raza: Our challenge was to develop a solution to cater to the underserved population. Our solution was “Bread Protects”, and it comprised of 2 parts. The first part aimed to spread insurance awareness using a drone that would target specific underserved populations by sending customized messages to their smartphones, and those messages would contain insurance information, videos, and promotions. The second part linked that promotion to bread, a staple for every family. By making frequent bread purchases, underserved populations could get free life insurance coverage. Premiums would be funded by bread companies, whose objective would be increased sales of their product. It’s a win-win-win solution for the consumer, insurer, and bread company.
Very cool idea! “Bread Protects” was voted the People’s Choice for APAC and EMEA. In your opinion, what aspects of this solution made it a crowd favorite?
Raza: Drones! The fact that drone advertising is a fairly new and exciting concept resonated with the audience.
Arshad: The best part was definitely the drone being used for something constructive and positive.
Ashfaque: It’s a new concept, and we found value in it. One, because of the low-cost advertising and two, there is a huge reach.
Sam: Anyone can look up at the sky, but not everyone has great internet coverage, so it was definitely the broad reach.
Yuqing: The ‘bread’ part is very cool. We wanted to make it fun but also send a message that insurance can be protective, for example, by printing informational stickers to add with the bread. You can feed your family and still protect them, instead of just paying premiums. It makes the concept less terrifying and increases the penetration of insurance to underserved populations.
Jane: What Yuqing said is true. Bread is something people buy every day, so it engages them, and the drone works well to attract attention.
It was a very well-thought-out solution! Looking back at the entire experience, how would you describe it?
Danny: My overall experience at SummerHack was amazing because we, as a team, were encouraged to come up with crazy and creative ideas, and that’s how innovation is born. I see ideas as Lego bricks, because when you put yours out there, someone else could pick it up and build a spaceship, a rocket, or even a castle. And I had a really great time working with my team because they were so supportive, and we had a very strong team spirit. It was fun!
Yuqing:This is my first time participating in SummerHack. I’m really grateful to have worked with such a supportive and professional team.
Ashfaque: As I mentioned earlier, the whole process was digital, and it was new for us. We picked up a lot of tools during the Design Thinking breakout sessions and the experience was fantastic. I’ve been working for the past 20+ years with insurance companies to digitalize them and introduce new technology, but to ideate digitally was new for me, as well.
Raza: The opportunity to see different solutions from all over the world was pretty cool. It gives you insight into how other people think and what issues they’re working on.
Sam: It’s one thing to learn the technical side of insurance in school and it’s another to be in this massive ecosystem, collaborating and developing innovative solutions with professionals in the industry. I was happy to work alongside with them to see how wild ideas can be incorporated into an actionable plan. I enjoyed that and it was awesome!
Now that you’ve been through this process, what advice would you give teams coming in next year?
Raza: Probably not to underestimate the work involved and the intensity of the challenge. Oh, and have lots of caffeine, that helps!
Arshad: You should have a bunch of crazy ideas and not limit the thinking process. That’s how you become more creative.
Ashfaque: You need to be committed. It’s difficult to participate alongside your everyday work activities; you need to step away from work to focus on the process. There are a lot of ideas that need to be developed into a solution. There’s a lot of learning involved, so you need to be committed.
Sam: And for the incoming students who will hopefully be attending this event next year, I would say don’t be shy to speak up. Sometimes great ideas are hidden when you don’t speak up, and you never know how much impact your ideas are going to have, especially for students.
Danny: Have fun! It’s a really great event.
Yuqing: Danny said this to me, too. The main point of this event is to have fun and I did have a lot of fun. Hello to all the incoming students, and my advice to you would be test out the tools and platforms before the event starts. Once you dive into it, you won’t have the energy to learn how to use them and if you get stuck, it can be very stressful.
Jane: All crazy ideas are acceptable at SummerHack. Your idea could be the winning idea!
We can’t wait to share this advice with next year’s teams! Final question for the team now: As you know, Cookhouse Labs is all about making insurance better and that’s the objective of these types of events. So, in your opinion, how can an event like SummerHack help make insurance better for the global community?
Raza:Innovation is something every insurance company needs to be conscious of, especially in the digital age that we’re in. I think events like SummerHack provide the inspiration and motivation that we all need. We get too caught up in our daily routines, so SummerHack was the right thing at the right time.
Arshad: The way that insurance is being sold today should not continue. We all know we need to transform. SummerHack is a good platform for us to share our experiences and decide how we should transform, and everyone can benefit from this.
Ashfaque: In our region, insurance digitalization is very limited. We’re one of the top innovative insurance companies in our region. We took a lot of value out of this experience, and it definitely helped us. I encourage other insurance companies in our region to get involved and see how digitalization can help improve processes here in Pakistan.
Danny: As an aspiring actuary, SummerHack is where I realized how actuaries can help the underserved population. In the past, I always wondered how to help people with low income, because I thought that insurance was only for the people who could afford it. SummerHack is where I found the answer because it’s the actuaries who execute those crazy ideas that we came up with.
With Bread Protects, you’re on your way to increasing insurance access for underserved populations and finding ways the industry can provide the right support. Congratulations once again, Team EFU Life, and we can’t wait to see where you take this solution in the near future!
Here at Cookhouse Labs we are always happy to hear from you. Send us your Feedback or ask any question!
msg global solutions Canada Inc., and each of its affiliates or programs (“Cookhouse Labs”), is committed to providing transparency to outside parties with respect to the compliance of the organization’s electronic communication with Canada’s Anti-Spam Legislation, in effect as of July 1st, 2014, and its relevant rules and regulations (hereinafter “CASL”). To that end, the Msg global solutions Anti-Spam Commitment is a formal statement of rights and obligations which is made available to outside parties. It is intended to inform outside parties of the type of responsible and transparent practices adopted by Msg global solutions when electronically communicating with outside parties, to inform outside parties about who they may contact at Msg global solutions for any concern pertaining to electronic communications, and to inform such outside parties of where and how they may unsubscribe to any electronic communications from msg global solutions. This document also includes a series of answers to questions about spam and msg global solutions’ practices that are frequently asked by outside parties that msg global solutions may communicate with.
1. APPLICATION AND SCOPE.
This Anti-Spam Commitment generally applies to any electronic communications sent by msg global solutions to outside parties and is protected by a range of business procedures, processes and policies to ensure that such communications are done in compliance with CASL. msg global solutions, in its electronic communications with outside parties, has to comply with the rules established by CASL and enforced by the Canadian Radio-television and Telecommunications Commission, the Competition Bureau and the Privacy Commissioner of Canada. CASL regulates all commercial electronic messages (“CEM”), which are messages that include among their purposes, the encouragement of participation in a commercial activity.
2. WHAT IS msg global solutions DOING TO COMPLY WITH CASL?
msg global solutions has undertaken various initiatives in order to make sure that it is compliant with CASL. It has adopted this Anti-Spam Commitment to provide transparency to outside parties with respect to the compliance of the organization’s electronic communication practices with CASL, as well as undertaken the following initiatives:
msg global solutions has implemented CASL compliant consent forms
The consent of outside parties is necessary in order for msg global solutions to send a CEM. This consent typically must be “express”, but in certain circumstances consent can be “implied” and in others, messages are specifically exempt from consent requirements. msg global solutions has modified certain consent forms in order to ensure that the express consent obtained from recipients is in compliance with CASL.
Your communication preferences can be updated at any time by visiting the Preference Centre, which can be accessed at any time via our website, and you will be notified via email when changes have been made. You can have your email address removed from our mailing lists at any time, although even if you unsubscribe to receiving CEM from Msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
msg global solutions has modified its email footers
msg global solutions has modified its email footers to manage CASL’s consent requirements. Under CASL, all CEM sent must include certain prescribed content. For example, msg global solutions must clearly identify itself as the party sending the CEM, provide a method whereby the recipient can readily contact msg global solutions, such as a mailing address and one of (i) a telephone number with active response voicemail; (ii) an email address; or (iii) a web address; and provide a working unsubscribe mechanism. CASL compliant email footers have been updated on all CEM sent from msg global solutions, in order to ensure compliance with CASL.
msg global solutions has incorporated Unsubscribe Mechanisms
msg global solutions has incorporated unsubscribe mechanisms into all CEM, in order to manage CASL’s consent requirements. Under CASL, each CEM must provide a working unsubscribe mechanism (functional for 60 days), which must be processed without delay, within a maximum of 10 business days. msg global solutions has set up a uniform process in order to ensure that all unsubscribe requests will be complied with. You may at any time unsubscribe from receiving CEM from Msg global solutions by following the process laid out in the electronic message you receive, or contact: firstname.lastname@example.org. However, even if you unsubscribe to receiving CEM from msg global solutions, you may still receive electronic messages from msg global solutions which relate to an ongoing business relationship or which are exempt under CASL.
3. WHY ARE YOU RECEIVING AN ELECTRONIC MESSAGE FROM msg global solutions?
The types of CEM msg global solutions may send from time to time could include the following:
CEM sent to msg global solutions’s current or potential clients (whether individuals or businesses), by msg global solutions’s marketing department or msg global solutions’s sales and business development team. For example, this may be for prospecting purposes or in order to answer a request for information or an inquiry;
CEM sent to msg global solutions’s current or potential service providers by various msg global solutions business units. For example, msg global solutions may outsource part of its activities to a third party (such as a maintenance company, a translation service provider, etc.) or, msg global solutions HR department may contact potential employees electronically for recruitment purposes.
CEM sent to msg global solutions’s current or potential business partners. For example, this may be for building or finding new ventures and partnerships with industry companies, groups and associations.
If you have received a CEM from msg global solutions and you believe that you should not have, please assess as to whether you have provided implied or express consent to receive CEMs from msg global solutions, or if an exemption applies.
Express Consent: You can verify that you have provided express consent to msg global solutions (or verify the status of your consent) by reviewing your preferences in the Preference Centre.
Implied Consent: msg global solutions may infer your implied consent if:
msg global solutions has an existing business relationship with you or has a former business relationship with you which terminated less than two years ago (for instance, you are a former client);
msg global solutions received an inquiry from you within the last 6 months;
You disclosed your electronic address to a msg global solutions employee (for example you provided your business card to a msg global solutions employee) or you conspicuously published your electronic address (for example, via a corporate website or in a brochure) and the CEM sent is in connection with your business role and function.
When is an electronic message exempt under CASL?
If you are receiving an electronic communications from msg global solutions, it may be a message that is exempt under CASL. This would be the case if the message is one the following:
you have a personal relationship with the msg global solutions employee who contacted you, meaning that you have previously had a direct, voluntary, two-way communication;
you have a family relationship with the msg global solutions employee who contacted you;
the CEM is sent within msg global solutions (between employees of msg global solutions);
the CEM is sent between msg global solutions and another business, where there is an ongoing relationship between msg global solutions and this other business;
the CEM was sent by msg global solutions to you, in order to respond to your request or inquiry; or
the CEM was sent by msg global solutions to you, in order to enforce a legal right or obligation (for instance, if you have an outstanding debt, or breached a contract that you have with msg global solutions, etc.).
In certain situations, your consent is not required for certain types of messages sent by msg global solutions, although you may still unsubscribe from future transmission of similar messages. The type of messages where msg global solutions does not need your consent is an electronic message that:
is sent once, following a referral by a current msg global solutions client, service provider, business partner or employee who also has a personal or business relationship with you;
only provides you with a request for a quote or an estimate;
only facilitates or confirms a transaction;
only provides msg global solutions warranty, product recall, safety or security information; or
only provides information about your ongoing use of msg global solutions services or products or ongoing purchases (including updates and upgrades).
If you have received a CEM, and you believe that you should not have, please contact us immediately at email@example.com and we will promptly remove your address from our list (within maximum 10 business days).
4. SOCIAL MEDIA.
You may be contacted by a msg global solutions employee via social media, such as LinkedIn, if you are connected on the social network with the msg global solutions employee, or if you have indicated through your preference settings the fact that you are open to receiving messages about new business opportunities or ventures. You may also be contacted if you have conspicuously published your electronic address (for instance, on a social media website), have not indicated that you did not wish to receive CEM, and the CEM sent is in connection with your business role and function.
5. WHAT TO DO IF YOU NO LONGER WISH TO RECEIVE CEM FROM msg global solutions.
At msg global solutions, we take the law very seriously. You may unsubscribe at any time from receiving CEM, by visiting the Preference Centre or clicking on the link in any CEM that you may receive from Msg global solutions, and we will remove you from our list within ten (10) business days.
6. AMENDMENT OF THIS ANTI-SPAM POLICY AND GUIDELINES.
From time to time, Msg global solutions will review and update this Anti-Spam Commitment as required to keep current with rules and regulations, new technologies, standards, our business practices and outside parties’ concerns. We will post any Anti-Spam Commitment changes on this page and, if the changes are significant, we will provide a more prominent notice (including, as the case may be, email notification of Anti-Spam Commitment changes).
7. QUESTIONS OR CONCERNS ABOUT THIS ANTI-SPAM COMMITMENT?
If you need further assistance, please contact us at: firstname.lastname@example.org
Revised November 11, 2019.
Accessibility for Ontarians with Disabilities
Documents Available Notification (AODA)
Dear Valued Clients and Visitors,
msg global solutions Canada Inc. has created policies and procedures to meet their obligations regarding customer service outlined in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act. 2005.
Our accessibility policies are available for your review in a number of formats. Should you wish access to these documents in another way, please notify: email@example.com
Statement of Organizational Commitment
msg global solutions is committed to ensuring equal access and participation for people with disabilities. We are committed to treating people with disabilities in a way that allows them to maintain their dignity and independence. We believe in integration and we are committed to meeting the needs of people with disabilities in a timely manner. We will do so by removing and preventing barriers to accessibility and meeting our accessibility requirements under the Accessibility for Ontarians with Disabilities Act and Ontario’s accessibility laws.
Statement of Commitment to Accessibility
msg global solutions is committed to providing a barrier-free environment for all stakeholders including our clients/customers, employees, job applicants, suppliers, and any visitors who may enter our premises, access our information, or use our services. As an organization, we respect and uphold the requirements set forth under the Accessibility for Ontarians with Disabilities Act(2005), and its associated standards and regulations.
msg global solutions understands that we have a responsibility for ensuring a safe, dignified, and welcoming environment for everyone. We are committed to ensuring our organization’s compliance by incorporating accessibility legislation into our policies, procedures, equipment requirements, training, and best practices. We will review these policies and practices annually, as organizational changes occur, or in anticipation of compliance deadlines. In addition, we will strive to meet the needs of individuals with disabilities in a timely and effective manner.
Providing an accessible and barrier-free environment is a shared effort, and as an organization, msg global solutions is committed to working with the necessary parties to make accessibility for all a reality. For more detailed information on our accessibility policies, plans, and training programs, please contact firstname.lastname@example.org
Alternate Format Request Form
msg global solutions is committed to providing accessible, quality services. Communications in alternate formats will be made available upon request within a reasonable time period in a mutually agreed upon format. Please complete and submit the below form to email@example.com
Accessibility Standards for Customer Service Record of Customer
Thank you for visiting msg global solutions and Cookhouse Labs. We value all our clients and strive to meet everyone’s needs. We look forward to your feedback. Please send us an email at firstname.lastname@example.org
Ten Privacy Principles
Accountability: We are responsible for personal information under our control and we have designated individuals who are accountable for our compliance with these privacy principles.
Identifying Purposes: We shall disclose the purposes for which we collect your personal information either before or at the time the information is collected.
Consent: Your knowledge and consent is required for our collection, use or disclosure of your personal information, subject to certain exceptions set out in the law. Your consent may be expressed in writing, verbally, electronically, and in certain circumstances, may also be implied.
Limiting Collection: Your personal information shall only be collected by fair and lawful means, and will be limited to that which is necessary for the identified purposes.
Limiting Use, Disclosure and Retention: Your personal information may only be used or disclosed for the purposes for which it was collected, other purposes to which you have consented or if required by law. Your personal information shall be retained only as long as necessary for the fulfillment of identified purposes, or as required or permitted by law.
Accuracy: We shall use reasonable efforts to ensure that your personal information is accurate, complete and as up-to-date as is necessary for the purposes for which it is to be used.
Safeguards: We shall protect your personal information using security safeguards appropriate to the sensitivity of your information to prevent unwanted release, misuse or intrusion.
Openness: Information about our privacy policies and procedures for handling your personal information shall be made available to you.
Individual Access: Upon written request, you will be informed of the existence, use and disclosure of your personal information. In addition, you will be given access to your personal information, as permitted by law. You may also verify the accuracy and completeness of your personal information and, where appropriate, request that it be amended.
Inquiries and Concerns: You may contact us if you have any questions or concerns about our privacy policies and procedures.
1.2. Contact Us
Information We Collect
2.1. When You Visit our Websites
You are free to explore the Websites without providing any information about yourself. However, when you visit the Websites, we may request that you provide Personal Information about yourself and we will collect Navigational Information.
2.2. “Personal Information”
This refers to any information that you voluntarily submit to us through the use of our Websites, and that identifies you personally, including contact information, such as your name, e-mail address, company name, address, phone number, and other information about yourself or your business. Personal Information can also include information about any transactions, both free and paid, that you enter into on the Websites, and information about you that is available on the internet, such as from Facebook, LinkedIn, Twitter, Instagram and Google, or publicly available information that we acquire from service providers.
2.3. “Navigational Information”
This refers to information about your computer and your visits to this website such as your IP address, geographical location, browser type, referral source, length of visit and pages viewed. Please see section 4 the “Navigation Information” section, below.
2.4. Information About Individuals Under 18
The Websites are not intended for or targeted at individuals under 18, and we do not knowingly or intentionally collect information about individuals under 18. If you believe that we have collected information about an individual under 18, please contact us at: email@example.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street , Toronto, Ontario, Canada M5H 1A1, Attention: Privacy, so that we may delete the information.
How We Use Information We Collect
3.1. We Never Sell Personal Information
We will never sell your Personal Information to any third party.
3.2. Use of Personal Information
3.3. Use of Navigational Information
We use Navigational Information to operate and improve the Websites and underlying marketing software. We may also use Navigational Information alone or in combination with Personal Information to provide you with personalized information about the Software Provider.
3.4. Customer Testimonials and Comments
We post customer testimonials and comments on our Websites, which may contain Personal Information. We obtain each customer’s consent via email prior to posting the customer’s name and testimonial.
3.4. Use of Credit Card Information
We do not directly collect credit card information from you. We use a third-party service provider to manage credit card processing. This service provider is not permitted to store, retain, or use information you provide except for the sole purpose of credit card processing on our behalf.
3.5. Service Providers
We employ other companies and people to provide services to visitors to our Websites, such as the use of underlying marketing software, and may need to share your information with them to provide information, products or services to you. Examples may include removing repetitive information from prospect lists, analyzing data, providing marketing assistance, processing credit card payments, supplementing the information you provide us in order to provide you with better service, and providing customer service. In all cases where we share your information with such agents, we explicitly require the agent to acknowledge and adhere to our privacy and customer data handling policies.
3.6. Security of your Personal Information
We use a variety of security technologies and procedures to help protect your Personal Information from unauthorized access, use or disclosure. We secure the Personal Information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When sensitive Personal Information (such as geo-location data) is collected on our Websites and/or transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
If you have any questions about the security of your Personal Information, you can contact us at: firstname.lastname@example.org, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.
3.7. Social Media Features
3.8. External Websites
3.9. Retention of Personal Information
We retain Personal Information that you provide us as long as we consider it potentially useful in contacting you about our services and products, or as needed to comply with our legal obligations, resolve disputes and enforce our agreements, and then we securely delete the information. We will delete this information from the servers at an earlier date if you so request, as described in the “Opting Out and Unsubscribing” section below.
If you have elected to receive marketing communications from us, we retain information about your marketing preferences for a reasonable period of time from the date you last expressed interest in our content, products, or services, such as when you last opened an email. We retain information derived from cookies and other tracking technologies for a reasonable period of time from the date such information was created.
3.10. International Transfer of Information
3.11. Corporate Events
If we (or our assets) are acquired by another company, whether by merger, acquisition, bankruptcy or otherwise, that company would receive all information gathered on the Websites. In this event, you will be notified via email and/or a prominent notice on our Website, of any change in ownership, uses of your Personal Information, and choices you may have regarding your Personal Information.
3.12. Compelled Disclosure
We reserve the right to use or disclose your Personal Information if required by law or if we reasonably believe that use or disclosure is necessary to protect our rights; protect your safety or the safety of others; investigate fraud; or comply with a law, court order or legal process.
We use “cookies” to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web server. Cookies are not used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you. One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the web server that you have returned to a specific page. For example, if you personalize pages on our Websites, a cookie helps us to recall your specific information on subsequent visits. When you return to the same Website, the information you previously provided can be retrieved, so you can easily use the customized features.
You have the ability to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Websites you visit. Cookhouse Labs keeps track of the Websites and pages you visit within Cookhouse Labs, in order to determine what portion of the Website is the most popular or most used. This data is used to deliver customized content and promotions within the Website to customers whose behavior indicates that they are interested in a particular subject area.
4.2. Log Files
We may collect demographic information, such as your postal or zip code, age, gender, preferences, interests and favorites using log files that are not associated with your name or other Personal Information. There is also information about your computer hardware and software that is automatically collected by us. This information can include: your IP address, browser type, domain names, internet service provider (ISP), the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system, clickstream data, access times and referring website addresses. This information is used by Cookhouse Labs for marketing purposes, to maintain the quality of the Websites and to provide general statistics regarding use of the Website. For these purposes, we do link this automatically-collected data to Personal Information, such as name, email address, address and phone number.
4.3. Clear Gifs (Web Beacons/Web Bugs)
We employ a software technology called clear gifs (a.k.a. “web beacons” or “web bugs”), that help us better manage the Website by informing us what content is effective. Clear gifs are tiny graphics with a unique identifier, similar in function to cookies, and are used to track the online movements of visitors to our Websites. In contrast to cookies, which are stored on a user’s computer hard drive, clear gifs are embedded invisibly on web pages or in emails and are about the size of the period at the end of this sentence. We use clear gifs in our HTML-based emails to let us know which emails have been opened by recipients. This allows us to gauge the effectiveness of certain communications and the effectiveness of our marketing campaigns. We tie the information gathered by clear gifs in emails to our customers’ Personal Information. If you would like to opt-out of these emails, please see “Opting Out and Unsubscribing”.
4.5. Third Party Tracking Technologies
How to Access & Control Your Personal Data
5.1. Reviewing, Correcting and Removing Your Personal Information
Upon request Cookhouse Labs will provide you with information about whether we hold any of your Personal Information. You have the following rights with respect to that information:
To request access, correction, updates or deletion of your personal information;
To object to processing of your personal information;
To restrict processing of your personal information;
To request portability of your personal information; and
To opt out of being solicited by Cookhouse Labs,
To exercise any of these rights, please contact us at: email@example.com, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy. We will respond to your request to change, correct or delete your information within a reasonable timeframe, and notify you of the action we have taken.
If we have collected and process your personal information with your consent, then you can withdraw your consent at any time. Withdrawing your consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, nor will it affect processing of your personal information conducted in reliance on lawful processing grounds other than consent.
You have the right to complain to a data protection authority about our collection and use of your personal information.
5.2. Anti-Spam Policy
Our Acceptable Use Policy, at: www.cookhouselab.com/casl-acceptable-use, applies to us and, among other things, prohibits us from sending unsolicited commercial email in violation of applicable laws, and requires the inclusion of an “opt-out” mechanism in any commercial electronic messages that we send.
5.3. To Unsubscribe From Our Communications
You may unsubscribe from our marketing communications by clicking on the “unsubscribe” link located on the bottom of our commercial electronic messages, contacting us at: firstname.lastname@example.org, or by postal mail at: Cookhouse Labs, 30-34 Duncan Street, Toronto, Ontario, Canada M5H 1A1, Attention: Privacy.