What does customer service mean today? It means being proactive and reaching out to the customer. It means making it easy for the customer to do business with you. The insurance industry has not been a leader in adopting this kind of customer outreach platform. In fact, the industry has been a laggard. But that’s changing quickly, as more insurance-specific digital platforms become available and technology solutions providers guide insurance carriers along their digital pathway.

In this episode, we examine both the theory and the application of a digital roadmap for insurance carriers so they can put their customers first. Our guests include Donn Vucovich, Gerent’s Insurance practice lead and Robert Rudy, an industry veteran with hands-on experience in digital implementation and founder of Paradox Advisors, a company that offers technology guidance to the insurance industry.

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Conversation highlights include:

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02:20 – Digital Roadmap defined in simple terms

06:03 – Why new insurance products are necessary for a digitalized insurer and for the customer

09:34 – How one company set out alone on a digital roadmap… and got lost

18:57 – The first benchmark of success on the roadmap: bringing in outside expertise

Episode Guests:

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Donn Vucovich

Insurance Practice Lead, Gerent

Donn Vucovich is a multidimensional business executive with 30 years of deep experience in the insurance vertical. He has successfully led organizations through numerous transformations by leveraging his ability to develop and execute operational and technical strategies, deliver hands-on leadership, and offer sharp financial acumen. As Gerent’s Insurance Practice Lead, he serves as a trusted advisor to senior executives in the insurance industry.

Robert Rudy

Senior Advisor, MVP Advisory Group

Robert Rudy is a trusted advisor to executives in the insurance sector. In his role with MVP Advisory Group, he works with P&C carriers, life insurers, reinsurers, and intermediaries to establish strategy, accelerate growth, and implement digital operations and customer experiences. He has deep experience in executing digital transformations within the insurance vertical and has founded several Insurtechs.