The Devil is in the Details of Customer & Agent InteractionsTop 3 Pitfalls Destined to Demolish your Next Customer’s Insurer Experience

2Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

Meet the Presenters

Paul CarrollCEO

Insurance Thought Leadership

Moderated by

MICHAEL KOLAR, Principal, Insurance, Capgemini Financial

Services Group

FABIEN LAMAISONHead of Odigo Product Marketing & Strategy,

Capgemini

JAMIE BISKERDirector of Insurance,

Salesforce

JOSH J. JANDRAIN, VP, Growth & Innovation, Berkshire

Hathaway Travel Protection

AMY RADINFormer Chief Marketing

Officer, AXA

3Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

The Customer Journey

4Copyright © Capgemini 2014. All Rights Reserved

Global Product Marketing and Programs | Financial Services

The Devil: Top 3 Pitfalls for Agent to Know

1. Thinking insurance hasn’t changed

2. Not knowing your customer in context

3. Assuming customer experience is just marketing jargon

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