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How to Reduce Customer Churn & Improve Employee Performance with Coaching
Today’s carriers are experiencing unprecedented burnout, high turnover rates and early retirement due to the challenging and often stressful nature of working in the insurance industry. At the same time, when it comes to the customer experience, policyholders are placing growing importance on carrier responsiveness, creating even more stress on already tight resources.

What if carriers could support employees in real-time at scale with on-the-job coaching? How would that impact customer and employee satisfaction and drive better retention and loyalty? It’s not the future - it’s now.

Learn how carriers using the Hi Marley Insurance Cloud can empower their employees with AI-enabled Coaching capabilities to respond with empathy, stay focused on customer conversations that require timely responses and prevent service or claims interactions from escalating into poor customer experiences.

Hear from our featured speakers, see a demo of these new capabilities and stay for Q&A at the end of the presentation! We look forward to having you.

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Speakers

Mark Snyder
Principal Consultant @Hi Marley
Mark Snyder is a recovering claims adjuster/leader/consultant with 38 years of P&C insurance industry experience. Mark’s current role with Hi Marley affords him the opportunity to act as a claims SME for our staff and clients. Mark has expertise in claims performance management program design, InsureTech operationalization, claims strategic transformation, project management and training development and delivery. ​ In addition, Mark has deep claims technical handling, management and auditing knowledge and skills across all major lines of business and select specialty lines. Mark previously held claims leadership positions with Ohio Casualty, Liberty Mutual, Athenium Analytics and Aon.
Jackie Booth
VP of Product @Hi Marley
Jackie Booth is a seasoned leader with a passion for tenacious problem-solving and the cultivation of high-performing and high-retention teams. Jackie is currently the VP of Product at Hi Marley leading a growing team responsible for transforming intelligent insurance communication. Prior to Hi Marley, Jackie served in multiple operations, product, and analytics roles at DraftKings, and most recently Jackie was Director of Business Intelligence & Analytics at Care.com where she was responsible for supporting business growth with data informed decisions. Jackie received her bachelors of science degree in Operations Research Engineering from Cornell University.
Lori Pon
Head of Claims Strategy & Innovation​ @The Auto Club Group
Lori Pon is a 20+ year insurance veteran with deep experience creating a holistic vision and roadmap to deliver seamless service. She led the build, implementation and organizational change management for core platforms and integrations across ecosystems. Currently at the Auto Club Group, Lori oversees governance of the Claims tech roadmap, managing large-scale enterprise software solutions to deliver best-in-class products. Her role includes determining the feasibility and viability of innovation concepts to include business case development, program management oversight, organizational change management and post-implementation evaluation. She is also responsible for the strategic project portfolio, ensuring alignment to enterprise and departmental objectives. Lori received her BA in Business Administration from Wesleyan College and MBA from Mercer University. Lori earned her Project Management Professional designation and is Lean Six Sigma Green Belt Certified.
Allison Kafka
Principal Product Marketing Manager @Hi Marley
Moderator Allison Kafka is Principal Product Marketing Manager who joined Hi Marley in April of 2022. Allison enjoys working closely with various groups in the organization to bring new features and capabilities to market, demonstrating unique value for carriers and their customers, and understanding market dynamics and challenges to inform decision making around product roadmaps. Allison received dual Bachelor's degrees in Psychology and Communication from the University of Massachusetts (Amherst), and is Product Marketing Certified through the Pragmatic Institute.