In today’s insurance landscape, experience has overtaken product — insurance is no longer sold, it’s experienced. As the industry shifts from policy-focused models to customer-first strategies, delivering empathetic, seamless, and proactive interactions is now a key competitive advantage. 

In this session, Albert Tay, Insurance Industry Executive at Genesys, explores how leading insurers are transforming customer engagement. He’ll highlight how empathetic experiences reduce churn and foster trust.  

Albert will also host a fireside with Joseph Yew, Chief Information Officer at MSIG, Shivanu Shukla, Principal Advisor, CX at Twimbit, plus other Genesys customers on building loyalty and balancing automation with human empathy to deliver meaningful experiences at scale.  

The session will conclude with a live Q&A.