In today’s volatile economic environment, insurance companies and their customers are responding to the same pressures in very different ways. Tune into this conversation with Denise Garth, Chief Strategy Officer, Majesco and Glenn Westlake, VP, Strategic Marketing, Majesco to explore how the growing alignment gap between insurer priorities and customer needs is reshaping strategy, customer growth, experience, and competitive advantage. They examine how insurers are focused on operational cost, profitability, modernization, AI, and the shift to a more intelligent operating model, while customers are focused on affordability, financial vulnerability, preparedness, trust, and whether insurance feels relevant to the risks they face every day. This disconnect is more than a messaging issue—it is becoming a strategic fault line between insurers that focus primarily on internal performance and those that connect transformation directly to lasting customer value.
The insurers pulling ahead will be the ones that translate modernization into affordability, intelligence into confidence, and operational change into stronger relevance. We explore why customer experience is now a confidence issue—not just a digital or process issue—and why product innovation must evolve from product volume to product relevance. Also explored is how AI, personalization, segmentation, and digital engagement can help insurers close protection gaps, create more visible and measurable customer value, and build more meaningful, proactive relationships. By aligning enterprise transformation with what customers need to feel protected, prepared, and confident, insurers can unlock new opportunities for growth and trust in a rapidly changing market.
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