Eileen Potter

Eileen Potter is vice president of marketing for insurance at Smart Communications.

She has more than 25 years of insurance experience with both P&C and life. She has worked in independent agencies and MGA operations in various roles, including commercial marketing and underwriting. Her software background includes work with organizations such as ABBYY, Appian, One and Duck Creek Technologies.

Most Recent

How Insurers Can Build Trust Ahead of El Niño

Claim Preparedness Starts Long Before the Loss

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Insurers must build policyholder trust through consistent communication strategies long before disaster strikes, not just during claims processing.

All Articles

Peak65

A Troubling Communication Gap on Annuities

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Despite surging annuity demand, half of consumers struggle to understand communications from insurers, creating costly service gaps and eroding trust.

Close Up Shot of Handshake from Above

Insurers Must Rebuild Trust in 2026

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As premiums surge and AI transforms operations, insurers must prioritize transparent communication to rebuild eroding customer trust.

A Mother and Son Looking the Laptop

4 CX Insights for Insurers

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Half of insurance consumers welcome AI suggestions for their plans but expect measurable improvements first.

A woman looking afar with binary projected on her face

3 Steps for Insurers to Keep the Human Touch

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One area in which insurance companies can make immediate changes is in how (and how often) they communicate with their customers.

Six Things

Insurance

A Scary Stat for Insurance Brands

By Paul Carroll

As AI search reshapes buying behaviors, Flo, Mayhem, and other big insurance brands likely will lose some of their sway.

Why Aren't Insurance Customers Feeling AI's Benefits?

Insurers deployed AI at record speed to boost internal efficiency, but customers see no difference—and that's the industry's biggest strategic vulnerability.

1

The New World of Accident Reconstruction

Digital evidence from dashcams, drones and vehicle data recorders now complements physical crash analysis in modern accident reconstruction.

2

Explainable AI Is Not Enough

You cannot explain your way out of algorithmic bias. You have to intercept it before the rate exists. 

3

A Hidden AI Risk: Passive Sabotage

Insurance leaders who wait for perfect AI can fall behind competitors already learning to deploy it strategically and responsibly.

4

Insurance Agentic AI Needs New Business Models

Asian insurers show that agentic AI success requires reimagining market forces, not just chasing productivity gains through isolated use cases.

5

As AI Spreads, Orchestration Is Required

AI enables teams to build intelligence locally, but enterprise value depends on coordinating meaning across organizational boundaries.

6

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