Gavin Blair

When they're talking to someone who feels that it's like they're unaware of your background, you've got to repeat yourself. That's something that we have to just immediately eliminate. They're looking for timely and actionable advice. They're looking for their emotions, again, to be acknowledged, but without overly being kind of coddled. They desire efficiency from us.

When they're talking to someone who feels that it's like they're unaware of your background, you've got to repeat yourself. That's something that we have to just immediately eliminate. They're looking for timely and actionable advice. They're looking for their emotions, again, to be acknowledged, but without overly being kind of coddled. They desire efficiency from us.

when the concerns how the concerns are being addressed there's organization to our approach and they sense that in us when you're in this kind of error at times it feels like where the rise of ai and sophisticated ivrs means that it's almost like a decline in the customer experience there's like a layer now a buffer between me getting to what my issue is and what you're doing

when the concerns how the concerns are being addressed there's organization to our approach and they sense that in us when you're in this kind of error at times it feels like where the rise of ai and sophisticated ivrs means that it's almost like a decline in the customer experience there's like a layer now a buffer between me getting to what my issue is and what you're doing

when the concerns how the concerns are being addressed there's organization to our approach and they sense that in us when you're in this kind of error at times it feels like where the rise of ai and sophisticated ivrs means that it's almost like a decline in the customer experience there's like a layer now a buffer between me getting to what my issue is and what you're doing

In order to help me, we're really just trying to cut through that. So we've been very careful and conscious of how we layer on what would otherwise be easy wins from a technology perspective in terms of the tooling and in terms of the systems to just make sure that we're not compromising it for the sake of, you know, cost and efficiency as we scale the team.

In order to help me, we're really just trying to cut through that. So we've been very careful and conscious of how we layer on what would otherwise be easy wins from a technology perspective in terms of the tooling and in terms of the systems to just make sure that we're not compromising it for the sake of, you know, cost and efficiency as we scale the team.

In order to help me, we're really just trying to cut through that. So we've been very careful and conscious of how we layer on what would otherwise be easy wins from a technology perspective in terms of the tooling and in terms of the systems to just make sure that we're not compromising it for the sake of, you know, cost and efficiency as we scale the team.

Yeah. Yeah. Yeah. there's nothing more awkward than jumping on the phone with the disaster, you know, survivor and saying, how's it going? It really doesn't land well. And you learn that very fast after a 10 second pause where they're like, it's, you know, it's going, it's going okay.

Yeah. Yeah. Yeah. there's nothing more awkward than jumping on the phone with the disaster, you know, survivor and saying, how's it going? It really doesn't land well. And you learn that very fast after a 10 second pause where they're like, it's, you know, it's going, it's going okay.

Yeah. Yeah. Yeah. there's nothing more awkward than jumping on the phone with the disaster, you know, survivor and saying, how's it going? It really doesn't land well. And you learn that very fast after a 10 second pause where they're like, it's, you know, it's going, it's going okay.

So there's, there's a, there's an obvious, you've got to not have any kind of ability to identify social cues to be met. But, but yeah, this is how you are interacting with everyone else in your life with the easy hellos and the easy goodbyes. So right off the bat, it's again, you know, we're starting every conversation with how are you holding up?

So there's, there's a, there's an obvious, you've got to not have any kind of ability to identify social cues to be met. But, but yeah, this is how you are interacting with everyone else in your life with the easy hellos and the easy goodbyes. So right off the bat, it's again, you know, we're starting every conversation with how are you holding up?

So there's, there's a, there's an obvious, you've got to not have any kind of ability to identify social cues to be met. But, but yeah, this is how you are interacting with everyone else in your life with the easy hellos and the easy goodbyes. So right off the bat, it's again, you know, we're starting every conversation with how are you holding up?

And it just lets people immediately know what you're acknowledging about their situation. And even in the formalities of starting the conversation, our goal is that there isn't a single moment that you feel tone deaf from us in how we're delivering news and how we're communicating objectives and how we're greeting you and how we're doing that conversation.

And it just lets people immediately know what you're acknowledging about their situation. And even in the formalities of starting the conversation, our goal is that there isn't a single moment that you feel tone deaf from us in how we're delivering news and how we're communicating objectives and how we're greeting you and how we're doing that conversation.

And it just lets people immediately know what you're acknowledging about their situation. And even in the formalities of starting the conversation, our goal is that there isn't a single moment that you feel tone deaf from us in how we're delivering news and how we're communicating objectives and how we're greeting you and how we're doing that conversation.

And what we talked about was some playbooks around the use of empathy in conversations. I found it to be incredibly powerful in the insurance space to actually be very clear and to kind of revamp that. It allowed me to build a claims team at Lemonade that had a higher NPS for denied claims than most carriers had for their total claims.

And what we talked about was some playbooks around the use of empathy in conversations. I found it to be incredibly powerful in the insurance space to actually be very clear and to kind of revamp that. It allowed me to build a claims team at Lemonade that had a higher NPS for denied claims than most carriers had for their total claims.

And what we talked about was some playbooks around the use of empathy in conversations. I found it to be incredibly powerful in the insurance space to actually be very clear and to kind of revamp that. It allowed me to build a claims team at Lemonade that had a higher NPS for denied claims than most carriers had for their total claims.