Insurance has a long history of paper forms, snail mail, and even (still!) faxes. 

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Why CX Still Suffers in Insurance...and How to Improve It!

Insurance has a long history of paper forms, snail mail, and even (still!) faxes. Aspects of the industry have been slow to transform while other industries have developed seamless digital touchpoints and simple communication channels. Expectations for a better customer experience (CX) are on the rise with many customers voicing their frustration by simply changing providers.

In this webinar, you'll learn:

  • How the insurance industry compares to other industries when it comes to CX and communications
  • What customers want when they interact with insurers, including simplifying the forms process.
  • The latest data and trends in digital adoption, digital experiences, GenAI, data security and more
  • Changes you can make to your CX and communications strategy to meet customer demand.

You'll hear from Aman S. Mundra, Vice President and Head of Composition at Broadridge, and Matt Swain, Head of Communications Insights and Experience at Broadridge. The webinar will be moderated by Paul Carroll, Editor-in-chief at Insurance Thought Leadership.

This is one webinar you won’t want to miss! Reserve your space today.

Date: May 15, 2024

Time: 11:00 am EDT

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About the Speakers


Paul Carroll

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Paul Carroll

Paul Carroll is the editor-in-chief of Insurance Thought Leadership.

He is also co-author of A Brief History of a Perfect Future: Inventing the Future We Can Proudly Leave Our Kids by 2050 and Billion Dollar Lessons: What You Can Learn From the Most Inexcusable Business Failures of the Last 25 Years and the author of a best-seller on IBM, published in 1993.

Carroll spent 17 years at the Wall Street Journal as an editor and reporter; he was nominated twice for the Pulitzer Prize. He later was a finalist for a National Magazine Award.

More from this author

Aman S. Mundra

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Aman S. Mundra

Aman S. Mundra is Vice President and Head of Composition for Broadridge’s Customer Communications business. He oversees Broadridge’s composition roadmap with a focus on delivering next-gen capabilities and investing in scalable, omni-channel solutions. Having previously held various product leadership and software engineering roles, Aman is also focused on dual-sided network effect platforms, Web 3 enablement, and blockchain. Aman is dually pursuing his MBA at Columbia Business School in New York.

Matt Swain

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Matt Swain

Matt Swain is a recognized Customer Communications industry thought leader and the host of the Reimagining Communications podcast. From delivering keynotes around the world to defining best practices, Matt’s expertise and research has been relied on by hundreds of well-known companies for their current and future omni-channel communication initiatives. As Head of Communications Insights & Experience at Broadridge, Matt brings invaluable market research and consulting expertise to clients relative to benchmarking, customer experience optimization, and digital transformation.