Join us as we zoom in on the customer to find the sweet spot on perception, automation choices, and when human intervention is essential for that all important chance to build loyalty. Special entrepreneurial guest James Russell, Head of Claims Transformation, esure Group (on a mission to Fix Insurance for Good) shares insight from his rich and varied career. Whilst host Paul Willoughby (speciality lines) and co-host Karen Houseago (personal lines) are on the lookout for where sectors can learn the best from each other.