About this event
Reinventing the Insurance Customer Journey Seamlessly delivering an unparalleled customer-centric experience for the digital world
The insurance industry is beginning to see an influx of “digital native” customers, who grew up enveloped in our ubiquitous digital environment. Today’s consumers are looking for digital options; their appetite for a richer digital selection has been multiplying rapidly and will continue to grow.
Digital natives and customers who are new to technology have mutually distinct expectations of service and buying experiences and meeting these expectations necessitates a complete reconstruction of the customer journey. This transformation requires that those in the insurance supply chain ensure all customer touchpoints are seamlessly integrated and aligned in real time, across all digital points of connection. The process begins with placing the customer at the center and creating a seamless customer journey along the neural path.
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Central topics include:
1) Defining digital customers and digital natives and why they’re important to the industry
2) Whether putting the digital customer at the center truly requires reinvention
3) How Salesforce and Salesforce industries advance digital solutions to make them a reality
4) Strategic insights featuring H.W. Kaufman Group – Burns & Wilcox on how they are aligning technology to evolving customer expectations
5) Key implementation insights from Gerent
Further Information
Gerent Overview
Gerent is a leading Salesforce consultation and implementation partner. To date, Gerent has successfully implemented over 900 projects, helping businesses of all sizes reimagine their customer experiences. Gerent is an early implementor of Salesforce Industries for Insurance and is one of a handful of partners in the ecosystem with deep knowledge of this sector. Gerent strives to drive transformative change throughout the insurance value chain and deeply understands what it takes to leverage the right cloud technology in setting insurance companies apart within the evolving risk marketplace.
Speaker – Donn Vucovich
Insurance Practice Leader, Gerent LLC
Donn is a multidimensional business executive and trusted advisor to senior executives in the insurance industry, with 30 years of deep experience. Donn has always placed great importance in maintaining lasting partnerships with clients based on honesty, mutual respect and a relentless commitment to helping them overcome organizational and industry challenges. Donn has successfully led organizations through numerous transformations leveraging his ability to:
• develop and execute business, operational and technical strategies that expand organizational capability and maximize shareholder value
• deliver hands-on leadership that aligns and engages disparate stakeholders in developing strategic visions, streamlining operations, and reversing negative trends
• offer sharp financial acumen, industry expertise and an MBA from University of Chicago –Booth School of Business, to consistently drive outstanding results
Speaker – Rich Fusinski
Chief Information Officer, H.W. Kaufman Group – Burns & Wilcox
Richard Fusinski, Chief Information Officer of H.W. Kaufman Group – Burns & Wilcox, has over two decades of pragmatic experience as a robust technical information technology leader. He has deep experience in the strategic implementation of world-class enterprise systems and delivers modern application development paradigms, including cloud technologies, offshore development, and the Agile methodology.
Richard has spearheaded numerous technological transformations in a variety of industries, leveraging his extensive expertise in data warehousing and analytics, full SDLC (software development lifecycle), project management and enterprise architecture. He is currently overseeing strategy for information technology at Kaufman and guiding Burns & Wilcox through its digital transformation journey with Salesforce, propelling the business forward.
Mr. Fusinski completed a Master of Business Administration degree in management and finance at the University of Michigan. Richard has held multiple executive roles in the financial sector, including Chief Information Officer of Community Banking and Senior Vice President of Enterprise Application Services at Flagstar Bank.
Speaker – James Webb
Global Head, P&C Insurer Solutions, Salesforce Industries
James Webb is a B2B technology marketing leader with over 15 years of experience working with data, risk analytics, and process management software solutions for insurers and financial services providers. In addition, he has an extensive background in international re/insurance and software product and solution marketing, as well as a particular focus on cloud-based and SaaS solutions.
As a seasoned marketing expert, Webb is adept at applying marketing best practices in every circumstance, whether it’s during a product-marketing strategy session or a discussion of hands-on tactics. His areas of expertise include but are not limited to:
- Customer and market analysis
- Value proposition and positioning development
- Product marketing and management
- Demand generation
- Sales enablement
- Partner engagement
- GTM Planning
- Content
In his current role as Salesforce Industries’ Global Head of P&C Insurer Solutions, Webb is responsible for overseeing the creation, targeting, and positioning of insurance software products for P&C insurers. Before joining the Salesforce Industries team, Webb held several high-level marketing leadership roles at companies in the insurance sector. He has an undergraduate degree from the University of Manchester, a Master’s degree in Marketing Practice and Management from Kingston University London Business School, and multiple certifications from the Chartered Institute of Marketing.