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InsurTalk Podcast Episode Three: Enabling a Seamless, Digital Customer Journey

InsurTalk Podcast Episode Three: Enabling a Seamless, Digital Customer Journey

Laura Drabik

Here’s something to really think about: customer experience is so important, a $4 billion provincial insurance agency that doesn’t have any competition, took on a digital transformation to improve it.

The Workplace Safety Insurance Board (WSIB) provides insurance for workers injured on the job and in this market in Ontario, Canada, consumers cannot change insurers. However, this didn’t stop Chief Technology and Innovation Officer Samantha Liscio from leading the digital transformation of the company, enabling seamless customer journeys.

In this most recent episode of InsurTalk, I talk with Samantha about the company's digital transformation and accompanying cultural shift. The insurer creates production-ready, minimum viable products using a digital factory concept, and identifying customer needs to launch a digital document upload tool.

As a side note, we got so wrapped up in our conversation, there was a lot that we couldn’t fit into the episode. So, in the next few weeks, we will release a short bonus episode, where Samantha touches on how cybersecurity challenges have surged since the pandemic and the impact it has had on things like claims processing. Make sure you’re subscribed to InsurTalk so you are notified when that bonus episode comes out.

Thank you for listening. We are excited to bring you more InsurTalk episodes to prove it's not just about ideas. It's about making ideas happen.

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