The world of insurtech is always on the move. Technology keeps evolving, customer expectations are constantly shifting, and everyone wants super smooth experiences. Stepping right into this fast-paced scene is Guidewire Vice President of Customer Success and Professional Services, Asia-Pacific, Carol-Ann Gough. What makes her perspective so interesting? She actually moved from being an insurance executive to a leader in insurtech. Her journey and insights offer a great look at how customer success truly works in this exciting industry.
Why Insurtech? A Perfect Fit
Carol-Ann's leap into insurtech perfectly captures what's happening now. Technology is racing forward, and businesses are more committed than ever to transforming the customer experience. That's where software-as-a-service (SaaS) platforms like Guidewire become essential. She saw a huge chance to make technology deliver value across the entire insurance lifecycle. Having spent much of her career connecting business and technology teams at companies like IAG and Suncorp Group, Carol-Ann felt customer success was a natural fit. It lets her optimise processes, make customer experiences better, and contribute to big changes across the industry.
The Heart of Customer Success: The Insured
For Gough, working in customer success always comes back to one thing: the insured, the actual person buying the policy. Insurers and their partners protect lives, property, and well-being. This drives a constant push to make insurance simpler, more affordable, and truly valuable. Gough finds real meaning in helping businesses do just that, always looking for ways to improve. Getting it right takes incredible teamwork and collaboration to build solutions that work for each organisation. It's not a "one size fits all" situation, but shared learnings and practices can accelerate progress.
How Technology Changes Everything for Customers
Today's customer expectations in insurance are shaped by experiences across all industries. This pushes technology modernisation across the entire insurance industry. Companies need to deliver products that fit customer preferences and adapt quickly. Historically, replacing old tech was expensive and risky, slowing things down. But modern SaaS, data analytics, and automation are now making rapid, large-scale modernisation possible, fundamentally changing what's achievable.
Navigating the Big Challenges in Customer Success
Customer success teams in insurtech face a key challenge: connecting equally well with both business and technology leaders. It's no longer just about tech talk; you have to be a trusted, strategic business partner. This means truly understanding their business needs, offering smart insights, and providing services that genuinely add value. Staying in sync with customer, industry, and regional changes is super important. Teams need to listen to feedback and use it to adapt their product roadmaps and services. Meeting customers where they are on their technology journey also requires tailored advice, because one size doesn't fit all. Building strong, trusted partnerships is key to focusing wisely and investing effectively.
Exciting Trends Shaping the Future
Gough notes that the insurtech landscape is buzzing with exciting trends. Data analytics stands out for its incredible power to change how the insurance industry operates. Artificial intelligence, with its quickly evolving capabilities, demands responsible use and genuine engagement with teams, clients, and their customers. As SaaS platforms like Guidewire continue to mature, they're taking on an increasingly significant role, almost becoming an extension of their customers’ technology teams. Customer success professionals need to be just as informed on these topics as the customers they serve.
Life Beyond Insurtech
When she's not immersed in insurtech, Gough finds discipline and routine in running. She's tackled half and full marathons, using them to stay fit, explore new places, catch up on audiobooks and podcasts, and even plan her next vacation. Gough loves the focus it brings, a nice change from her unpredictable role. Besides running, she's a big fan of live sports, music, and relaxing at the beach in beautiful Queensland.