Louis Gagnon, President and Chief Operating Officer of Intact Insurance spoke to a capacity crowd of 98 Insurance executives at the Insurance Institute’s “At the Forefront” seminar on May 23rd, 2012.
This presentation included discussions on:
- Operational Excellence
- Understanding the Changing Customer
- Attracting and Keeping Talent
Louis’ message on how to achieve excellence was to focus on the consumer and listen to what they say and design products and services around that. This is not that easy to accomplish in an environment where some of the products, such as auto insurance, cannot be differentiated by law.
Like most visionaries, he believes that the social media will shape the landscape of how to best deliver products and services going forward.
This was a great seminar and I was very glad to have attended. The presentation sparked a lot of interest and conversations on the subject of considering the customers’ needs and demands, as well as the changing demographics of the workforce.
Thanks again to the Institute for hosting this informative session!