In episode 11, host Sarah listens to David defend his attempt at humour contained later in the podcast (1:17). While she remains unconvinced, guest Steve Mast is welcomed and introduces his company Delvinia (and his role as President and Chief Innovation Officer) to listeners (4:05). Steve defines the concept of “customer experience” and how employee engagement contributes to it (9:17). David challenges Steve to rate the Canadian insurance industry on customer experience and wonders whether the complex regulatory environment thwarts a truly great or “innovative” one (12:35). Steve provides advice to insurers (based on consumer survey data) on improving their experiences and addresses the different expectations of generations of customers, particularly Millennials and Generation Z (18:18). Last, Steve looks at a ten-year horizon and provides three final thoughts on customer experience for the industry (24:36).