ON-DEMAND WEBINAR
Level Up Your Insurance Customer Experience Game with AI
2025 | 30 minutes
In today’s insurance landscape, customer experience is more than a differentiator; it is a strategic priority. Policyholders, agents, and brokers expect fast, accurate, and personalized interactions at every stage of their journey. This session explores how AI is transforming the way insurers engage with customers by automating routine tasks, anticipating needs, and enhancing service delivery across claims, underwriting, and support.
We will dive into what customer experience truly means in a digital-first environment, how AI can be thoughtfully and responsibly applied, and why balancing automation with the human touch is essential. From real-world hybrid models to best practices for implementation, this session will provide actionable insights on how to leverage AI without sacrificing transparency, empathy, or trust.
Watch to learn:
- Where, when, and how to apply AI to enhance customer experience, leveraging AI for speed, personalization, and efficiency without losing the human element
- Hybrid models that balance automation and empathy to improve outcomes, using AI and human expertise together
- Best practices for implementing AI responsibly with principles such as transparency, ethical use, data privacy, and building trust in AI-powered interactions
Speaker

With over 30 years of experience spanning claims, underwriting, automation, and operational leadership, Diane Brassard serves as Head of Education and Advocacy at Roots. In this role, Diane bridges decades of insurance expertise with cutting-edge AI solutions—helping organizations understand, embrace, and implement intelligent automation to transform how insurance gets done.
Before joining Roots, Diane held senior roles at WR Berkley—Regional Shared Services and Berkley Mid-Atlantic Insurance Group, where she led stakeholder engagement, offshore initiatives, and underwriting operations; she also held leadership roles at Colony Specialty (Argo Group), including oversight of Marine business functions, and spent over two decades at The Main Street America Group driving improvements in claims, training, and technology to enhance service quality and support growth.
