Lauren Wood

I share that sentiment and I haven't been talking to as many people as you and your team have by any means, but I've been so incredibly blown away at how LA is showing up. And like you said, it's really this community effort to support one another. And it's moments like these, I think, where we need to come together and we really see the beauty of humanity despite immense devastation.

So I'm happy to hear that. So let's talk a little bit about how you create your experience and really usher people through this difficult time. And I know you and I had chatted about how

So I'm happy to hear that. So let's talk a little bit about how you create your experience and really usher people through this difficult time. And I know you and I had chatted about how

So I'm happy to hear that. So let's talk a little bit about how you create your experience and really usher people through this difficult time. And I know you and I had chatted about how

At Lemonade, as you were building up the CX team, you really learned how to speak to people when they are going through these difficult moments and how your frontline team, your agents can really communicate in a way that empathizes with where someone is at.

At Lemonade, as you were building up the CX team, you really learned how to speak to people when they are going through these difficult moments and how your frontline team, your agents can really communicate in a way that empathizes with where someone is at.

At Lemonade, as you were building up the CX team, you really learned how to speak to people when they are going through these difficult moments and how your frontline team, your agents can really communicate in a way that empathizes with where someone is at.

So can you tell us a little bit about how you are training your team, both in how you have in the past, as well as at Bright Harbor, to really... communicate when you have a customer or a client who is going through a very difficult time. I think this is an important lesson for everyone in CX, just to put that out there before I let Gavin answer, because...

So can you tell us a little bit about how you are training your team, both in how you have in the past, as well as at Bright Harbor, to really... communicate when you have a customer or a client who is going through a very difficult time. I think this is an important lesson for everyone in CX, just to put that out there before I let Gavin answer, because...

So can you tell us a little bit about how you are training your team, both in how you have in the past, as well as at Bright Harbor, to really... communicate when you have a customer or a client who is going through a very difficult time. I think this is an important lesson for everyone in CX, just to put that out there before I let Gavin answer, because...

We've all had those really difficult customers. And in this type of moment, it's like the extreme because of what the customer is going through. So tell us a little bit about how you approach it, Gavin.

We've all had those really difficult customers. And in this type of moment, it's like the extreme because of what the customer is going through. So tell us a little bit about how you approach it, Gavin.

We've all had those really difficult customers. And in this type of moment, it's like the extreme because of what the customer is going through. So tell us a little bit about how you approach it, Gavin.

I want to dive into that deeper in one moment, but before we do... how, when it comes to that, not coddling, but showing empathy, it's this very fine line.

I want to dive into that deeper in one moment, but before we do... how, when it comes to that, not coddling, but showing empathy, it's this very fine line.

I want to dive into that deeper in one moment, but before we do... how, when it comes to that, not coddling, but showing empathy, it's this very fine line.

And I'm curious to know if you can share some, even like statements that you train your team on saying, I know you had shared with me earlier, like, how do you open the conversation in a way that shows that empathy, but also is like, we're getting down to business.

And I'm curious to know if you can share some, even like statements that you train your team on saying, I know you had shared with me earlier, like, how do you open the conversation in a way that shows that empathy, but also is like, we're getting down to business.

And I'm curious to know if you can share some, even like statements that you train your team on saying, I know you had shared with me earlier, like, how do you open the conversation in a way that shows that empathy, but also is like, we're getting down to business.

I always say that it's not enough to just listen to someone. They need to get that you're listening. People need to know and be assured that, yes, I understood what you said and I'm repeating it back to you. And that creates this connection where they feel like, ah, okay, you're not just sitting here zoning out. You actually are here with me in this experience.