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…Wait, that’s not right. I meant Insurance Experience. Earlier in the month, we held our 6th Annual Insurance Summit at MetLife Stadium, home of the NFL teams New York Giants and New York Jets. We truly had a blast this year where the overall theme was revolutionizing the insurance experience.

At Confirmit, we love talking about experience. Can you blame us? It’s in our DNA. That’s why we were so excited about this year’s venue. Our attendees were able to experience stadium clubs and learned about insurance experience steps away from the on-field deck just five yards behind the home team’s bench! We also held a private tour of MetLife Stadium including stops to take pictures on the field and in the Legacy Club, which houses the New York Giant’s Lombardi Trophies and Super Bowl rings.

In addition to the venue experience, we had an amazing lineup of speakers that shared their views on a variety of topics. Starting us off was Confirmit’s SVP of Sales, Greg Rich, as he welcomed the full room of Insurance clients, prospects, executives and ACE Award winners. Kicking off the featured presentations was Claire Sporton, SVP of CX Innovation at Confirmit and she shared the role nudge theory plays in insurance. Claire’s interactive session shared tips to engage employees to ensure that your program drives real change. She used real-life examples to how using nudge theory can help make your CX program successful.

Following Claire, we welcomed Sandy Estes, Vice President, Strategy & Program Management and Barbara Lincoln, Director Customer Integration & Satisfaction from Erie Insurance. Sandy and Barbara walked through detailed learnings and steps taken to better equip contact centers to help them reach that higher level of engagement.

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We were thrilled to have Karolyn Wilhelmsen, SPHR, HRIS Manager at CSAA Insurance Group join us this year. She had everyone rethinking their employee engagement strategy. Karolyn shared CSAA’s story and success on how employee culture, that was so resistant to change, transformed and ultimately improved the employee experience which lead to stronger customer experience.

Last but certainly not least, we were delighted to welcome Jeffery Williams, Senior Analyst at Forrester Research. Jeffery brought his new research to life by discussing the role digital experience plays in insurance and how insurance companies need to start looking at “InsurTech”. It’s a new and growing term, which I’m sure you’ll hear a lot more. Jeff’s key takeaway? Utilizing Insurtech’s innovation can improve efficiency, results and experience.

In true Confirmit fashion, we ended our day with a cocktail reception. Our attendees spent a few enjoyable hours sharing their CX stories and networking with our speakers, thought leaders and the Confirmit team over drinks and hors d’oeuvres in the Commissioner’s club utilizing the luxury box seats that MetLife Stadium has to offer.


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