Gavin Blair

Insurance, as you can imagine, an approved versus a denied claim has a corollary to how happy people tend to be. And our denied claim NPS was so high because we were able to just be tacticians ultimately in how expectations were set, news was delivered. And a big thing, again, around us for us was empathy. So there's two kind of sides to empathy that we talked to the team about.

Insurance, as you can imagine, an approved versus a denied claim has a corollary to how happy people tend to be. And our denied claim NPS was so high because we were able to just be tacticians ultimately in how expectations were set, news was delivered. And a big thing, again, around us for us was empathy. So there's two kind of sides to empathy that we talked to the team about.

Insurance, as you can imagine, an approved versus a denied claim has a corollary to how happy people tend to be. And our denied claim NPS was so high because we were able to just be tacticians ultimately in how expectations were set, news was delivered. And a big thing, again, around us for us was empathy. So there's two kind of sides to empathy that we talked to the team about.

The first is, you know, they don't have the sexiest kind of monikers, but it's upfront empathy. It's your ability to identify first thing in the conversation what the person has said. And it's not just to say, oh, I'm sorry. It's to repeat back what you're sorry about.

The first is, you know, they don't have the sexiest kind of monikers, but it's upfront empathy. It's your ability to identify first thing in the conversation what the person has said. And it's not just to say, oh, I'm sorry. It's to repeat back what you're sorry about.

The first is, you know, they don't have the sexiest kind of monikers, but it's upfront empathy. It's your ability to identify first thing in the conversation what the person has said. And it's not just to say, oh, I'm sorry. It's to repeat back what you're sorry about.

oh i'm so sorry that this has happened to you like give it some context right and then the second part to empathy is really situational when the customer offers you a chance to acknowledge something you acknowledge it

oh i'm so sorry that this has happened to you like give it some context right and then the second part to empathy is really situational when the customer offers you a chance to acknowledge something you acknowledge it

oh i'm so sorry that this has happened to you like give it some context right and then the second part to empathy is really situational when the customer offers you a chance to acknowledge something you acknowledge it

Even if you're in the middle of getting down to business with answers and questions, if they say something about their pet or they share an anecdote about something that's going on in their life, even well down the path with you, you have to nail that 100% of the time.

Even if you're in the middle of getting down to business with answers and questions, if they say something about their pet or they share an anecdote about something that's going on in their life, even well down the path with you, you have to nail that 100% of the time.

Even if you're in the middle of getting down to business with answers and questions, if they say something about their pet or they share an anecdote about something that's going on in their life, even well down the path with you, you have to nail that 100% of the time.

And so those two kinds of sides to it end up, I think, communicating a lot about your awareness and your intent and your ability to just calibrate to the right level with people.

And so those two kinds of sides to it end up, I think, communicating a lot about your awareness and your intent and your ability to just calibrate to the right level with people.

And so those two kinds of sides to it end up, I think, communicating a lot about your awareness and your intent and your ability to just calibrate to the right level with people.

I think it's very timely because even independent of what Bright Harbor is doing for disaster victims in this circumstance, I'm finding very strong trends with major consumer brands around

I think it's very timely because even independent of what Bright Harbor is doing for disaster victims in this circumstance, I'm finding very strong trends with major consumer brands around

I think it's very timely because even independent of what Bright Harbor is doing for disaster victims in this circumstance, I'm finding very strong trends with major consumer brands around

my ability to call them or interact with them and not be navigating through, frankly, a labyrinth of IVR prompts and questions and what I can see in the background being these tiered teams in locations all over the world. gatekept from actually ultimately being able to solve your problem.

my ability to call them or interact with them and not be navigating through, frankly, a labyrinth of IVR prompts and questions and what I can see in the background being these tiered teams in locations all over the world. gatekept from actually ultimately being able to solve your problem.