EP5 The importance of customer-centricity with Lori Pon

Today on SSONext, host Jordan Mullins sits down with Lori Pon - an experienced project manager and insurance professional successful in leading major system implementations and multiple business units.

Lori is Director of Claims Strategy & Innovation at AAA Auto Club Group and possesses strong management and leadership skills, with the ability to motivate and develop high-performing employees, solid planning and organizational skills, including the oversight of key technology initiatives and management of profit and loss objectives. 

Lori and Jordan dig into:

✅ The importance on making initiatives more customer centric
✅ Why “You will never have amazing CX if your EX is lacking.” 
✅ Insurer tech and its benefits to make work agile
✅ How customer-centricity has influenced the way technology partners are chosen
✅ How to use customer centric metrics to measure the success of functions
✅The benefits of design thinking and great attitude in insurer tech

For the full details on that and a lot more, 🎧 listen to the episode 🎧 

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