Balancing the Human & the Machine to Improve CX with Protective’s COO

Williams notes that there are over 102 million uninsured or underinsured Americans that either don’t realize the need for protection, don’t realize what value of protection they
need, or have misconceptions about the price or process of insurance. “Our aspiration is to be America’s most protective life insurance company.”

“Software is eating the world,” Marc Andreesen claimed in 2011.He was right. Technology is intertwined in nearly every facet of life insurance today. But Protective’s COO Cissy Williams takes a different perspective: We can’t forget about the human element. In this episode, you’ll learn how to use empathy to balance the human and tech elements of the customer experience.

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