Lauren Wood

When there is a disaster happening that we just change our tone and show that empathy, ask a different question. How are you hanging in there? It's such a small shift, but it has a massive impact how that customer is going to feel. Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood.

When there is a disaster happening that we just change our tone and show that empathy, ask a different question. How are you hanging in there? It's such a small shift, but it has a massive impact how that customer is going to feel. Hello, everyone, and welcome to Experts of Experience. I'm your host, Lauren Wood.

Today, we are speaking to Gavin Blair, the COO of Bright Harbor, where we will be exploring how Gavin and his team are rebuilding trust in moments of total loss, quite literally. After helping Lemonade reinvent their customer experience, Gavin's now tackling one of the most emotionally charged challenges in business, guiding families through wildfires, floods, and climate disasters.

Today, we are speaking to Gavin Blair, the COO of Bright Harbor, where we will be exploring how Gavin and his team are rebuilding trust in moments of total loss, quite literally. After helping Lemonade reinvent their customer experience, Gavin's now tackling one of the most emotionally charged challenges in business, guiding families through wildfires, floods, and climate disasters.

Today, we are speaking to Gavin Blair, the COO of Bright Harbor, where we will be exploring how Gavin and his team are rebuilding trust in moments of total loss, quite literally. After helping Lemonade reinvent their customer experience, Gavin's now tackling one of the most emotionally charged challenges in business, guiding families through wildfires, floods, and climate disasters.

We're going to dig into how frontline teams are showing up for customers in these dire situations, how AI is enhancing human connection, and why most disaster recovery operations fail the empathy test.

We're going to dig into how frontline teams are showing up for customers in these dire situations, how AI is enhancing human connection, and why most disaster recovery operations fail the empathy test.

We're going to dig into how frontline teams are showing up for customers in these dire situations, how AI is enhancing human connection, and why most disaster recovery operations fail the empathy test.

And I will say that this is an extra special episode for me because after the devastating California wildfires that have impacted many of my close friends and neighbors, as well as just barely missing my home, we are going to talk about really what's happening in California and how Bright Harbor is supporting so many people in need. Gavin, thank you so much for coming on the show.

And I will say that this is an extra special episode for me because after the devastating California wildfires that have impacted many of my close friends and neighbors, as well as just barely missing my home, we are going to talk about really what's happening in California and how Bright Harbor is supporting so many people in need. Gavin, thank you so much for coming on the show.

And I will say that this is an extra special episode for me because after the devastating California wildfires that have impacted many of my close friends and neighbors, as well as just barely missing my home, we are going to talk about really what's happening in California and how Bright Harbor is supporting so many people in need. Gavin, thank you so much for coming on the show.

So I want to just introduce to everyone what Bright Harbor is all about, and then we can talk about some of the things that you're currently working on. So can you tell us the story behind Bright Harbor's inception?

So I want to just introduce to everyone what Bright Harbor is all about, and then we can talk about some of the things that you're currently working on. So can you tell us the story behind Bright Harbor's inception?

So I want to just introduce to everyone what Bright Harbor is all about, and then we can talk about some of the things that you're currently working on. So can you tell us the story behind Bright Harbor's inception?

And Joel is actually a good friend of mine. And so I've seen him build Bright Harbor and kind of what was inspiring him to create this company, which is... In this moment, I am really, really seeing the incredible impacts that Bright Harbor has. And so in this moment, obviously with everything that's happened in Los Angeles of late, there are so many people who are in need.

And Joel is actually a good friend of mine. And so I've seen him build Bright Harbor and kind of what was inspiring him to create this company, which is... In this moment, I am really, really seeing the incredible impacts that Bright Harbor has. And so in this moment, obviously with everything that's happened in Los Angeles of late, there are so many people who are in need.

And Joel is actually a good friend of mine. And so I've seen him build Bright Harbor and kind of what was inspiring him to create this company, which is... In this moment, I am really, really seeing the incredible impacts that Bright Harbor has. And so in this moment, obviously with everything that's happened in Los Angeles of late, there are so many people who are in need.

And as you just explained, the complexity of the aftermath is crazy. Quite insane. And so I'm curious to know, because you've worked in the insurance industry for a long time, can you tell us a little bit about why it's so difficult for... people who have dealt with a natural disaster affecting their home?

And as you just explained, the complexity of the aftermath is crazy. Quite insane. And so I'm curious to know, because you've worked in the insurance industry for a long time, can you tell us a little bit about why it's so difficult for... people who have dealt with a natural disaster affecting their home?

And as you just explained, the complexity of the aftermath is crazy. Quite insane. And so I'm curious to know, because you've worked in the insurance industry for a long time, can you tell us a little bit about why it's so difficult for... people who have dealt with a natural disaster affecting their home?