Liberate’s Jason St. Pierre on Transforming Customer Experience with Technology

In this episode of the Insurance Experience podcast, Amrish speaks with Jason St. Pierre, CPO & Co-founder at Liberate, who shares his insights on the complexities of integrating core systems in the insurance industry. 

 

Jason discusses the challenges faced by companies in adapting to new technologies and the importance of modularizing systems to enhance customer experience. He also explores the role of AI in providing better support for users during the claims process. Additionally, Jason discusses how innovations can reshape the insurance landscape and improve overall service delivery.

 

Topics discussed:

 

• The difficulties insurance companies face when trying to connect disparate systems and how this impacts overall efficiency.
• The importance of improving customer interactions and how technology can enhance the claims process.
• The need to modularize and componentize systems to facilitate easier upgrades and integrations.
• The role of AI agents in streamlining customer service and providing timely updates during the claims process is explored.
• How understanding the emotional state of customers can improve their experience when interacting with AI.
• Past technological shifts, and how they compare to current trends in the insurance industry.
• The potential future of virtual agents and their role in the insurance ecosystem.
• The synergies between different sectors and how they can inform better practices in insurance.
• The skepticism around adopting new technologies and how to overcome it.