Purposefully designed experiences don't happen by accident - Interview with Deborah Battaglia of Assurant

Today’s interview is with Deborah (Deb) Battaglia, Senior Vice President, Customer Experience at Assurant, Inc, a global B2B2C Fortune 300 company that provides risk management and insurance products to leading automotive, housing, and mobile technology companies. Deb joins me today to talk about the ‘why’ & vision for their transformation, how long the programme has been running, what they have achieved in terms of outcomes, how the pandemic impacted things, the outlook for the future and how they aim to leverage new technologies as well as some key learnings & top tips for others on their own journey. This interview follows on from my recent interview – Developing empathy within ourselves and the machines that we build – Interview with Minter Dial – and is number 470 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.