The Future of Insurance Podcast - Amy Shore, Chief Customer Officer, Nationwide

The Future of Insurance Podcast – Amy Shore

Chief Customer Officer, Nationwide

Season 1, Episode 16, August 10th, 2021

Guest Bio

Amy Shore is Chief Customer Officer for Nationwide. Previously she served as President, Nationwide P&C Sales & Distribution

Amy has over 30 years of experience in the P&C industry, including over 20 years in varying leadership positions across Nationwide. She served as executive sponsor for Nationwide’s All Women’s Associate Resource Group and national chair of the company’s United Way campaign.

Amy holds a bachelor’s degree in business administration from Bowling Green State University. She also is a Chartered Property/Casualty Underwriter and Chartered Life Underwriter. Amy serves on the boards of trustees of Bowling Green State University and the Columbus Symphony.

Highlights from the Show

Nationwide sees two customers, their distribution partner and the end customer
They need to speak to customers with one voice, not treating every interaction as a discrete – a lesson COVID made very clear
A push to move seamlessly between interaction methods, being multichannel and multi-experience
The quality of human interaction is rising in importance
In the Financial Services side of the business, there was a lot of uncertainty and need for helping customers understand what it all means to them
The future is all about digital access
People are more values-conscious (not just value conscious) in that they care about what the company they do business with is like, what it stands for, what it supports, how it behaves, etc.
It’s a “flight to purpose” by consumers
Telematics (or IoT) helps Nationwide deliver safety and monitor how safe people are being
- 1/3 of customers have adopted telematics
- Can help with Property coverage a lot, driving underwriting and loss prevention
Nationwide is looking at how technology can enable their associates, especially as they move to 50% work-from-home and 50% hybrid
They’re thinking about holistic protection – what can they do beyond marketing and selling products?
It all comes down to being intentional in their culture and supporting their people who support customers
- How we may work in Insurance may change, but it’s still people showing empathy and understanding to those who depend on them