How to Own the Customer Experience in 2022

Events /How to Own the Customer Experience in 2022

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It’s easy to get distracted in today’s changing insurance landscape, but there’s only one question you should focus on―how can you own the customer experience in 2022?

A panel of industry experts shared perspectives on how you can choose the right priorities, investments and partnerships essential to own the customer experience.

Watch a 60-minute discussion where you’ll discover what’s stopping insurers from meeting new customer expectations—and how you can change that now.

What You’ll Learn

  • How leverage a data surplus into valuable customer insights
  • How to liberate data from silos and drive hyper-personalization
  • Why customers expect more from interactions with insurers
  • What industries are succeeding at elevated CX, and where insurers are lagging

Mercedes Concepcion Gray headshot

Mercedes Concepcion Gray

Head of Strategy & Growth


Mercedes is the head of growth and innovation for NTT DATA's Global Insurance Digital Platform in the life and annuity industry. With over 30 years of consulting experience on the service provider and carrier sides, she has received honors for her ability to solve today's toughest business and technology challenges.

Lisa Woodley headshot

Lisa Woodley

Vice President of Customer Experience


Lisa has nearly 20 years’ experience bringing tech and business people together to design new customer experiences. She leads her team in bringing the customer experience perspective to technology innovation to create experiences that elevate the brand and drive business value.

Alex Zoppos

Alex Zoppos

Senior Vice President & Chief Technology Officer

Everlake Life

Alex has over 20 years of experience as a technology professional with a focus on transformations. A leader in the financial services industry, he helped form and launch Marcus by Goldman Sachs, and has a proven record of leading outcome-driven, transformational change in both established and greenfield settings.

Laura Hanson headshot

Laura Hanson

Senior Vice President of Operations


Laura is a proven leader in customer experience. Today, she oversees customer contract services, the customer care center, and customer onboarding and support. She also holds FINRA Series 6 and 26 registrations.