Welcome to the next episode of The Rise of the Customer Podcast, the go-to podcast for CX professionals looking to transform their organisation - hosted by PEN Partner, Neil Sharp.

In this episode, we’re joined by Tom Baigrie, Founder and CEO of Life Search plc, the UK’s biggest life insurance broker. When Tom created Life Search plc in 1998, he wanted to shake off the negative reputation often associated with insurance brokers – he wanted to leave behind the tricks, shortcuts, hustle and the ‘squeeze’ – and build a company based on doing the right thing for the customer.

Having started out 39 years ago as a self-employed life insurance salesman, Tom brings with him an abundance of real-world experience and insights after truly transforming the customer experience of the insurance sector.

During our interview, Tom shares his frank and inspiring views on many topics including:

➡️ The importance of culture in a truly customer-centric business and why it needs to be nurtured to be successful.

➡️ The concept of ‘corporate humility’ and the role tolerance plays in a regulated business to build genuine customer relationships.

➡️ Plus, how charitable work plays a key role in your culture and how it can have a positive impact on team engagement.

If you’re looking to take bold steps to design and manage your company culture, and in turn your customer experience, Tom’s advice will prove really insightful.