#73 - Is customization the need today across countries and cultures?

Gerardo Laino, is the Customer Experience Director at Liberty Mutual Insurance, a global auto insurance giant. He shares how he works in empathy in the legacy business processes to bring the voice of the customer to the surface. What works and what doesn’t in different markets and different cultures. He shares his tactics for how he is doing his part in bringing a digital revolution in the traditional insurance world.