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The future of insurance personalisation

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On this episode of Conversations on the Creek, Rob Savitsky and Mathew Stordy from Duck Creek Technologies chat with Bryan Falchuk about the future of insurance personalisation. As the President and CEO of the Property and Liability Resource Bureau (PLRB), and also an insurance & insurtech advisor and thought leader at Insurance Evolution Partners, Bryan had lot to say on this topic!

We kick off the show by getting Bryan’s take on what “personalised customer experiences” means to him.

From there, we ask Bryan for his perspective on the industry’s adoption of text messaging (SMS) and the varying levels of sophistication in its use within the claims process for improving customer experience.

As the episode progresses, the conversation goes in several different directions: we chat about the pros and cons of using third-party data for personalisation, use cases for leveraging AI/ML to provide more tailored and relevant experiences, and the state of usage-based insurance (UBI) and telematics for personalising motor insurance.

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