Why Insurance is Failing the Modern Customer (And What Needs to Change)

In this latest episode of John Montgomery, sits down with Vicki Joshi, former Chief Customer & Brand Officer at AXA UK & Ireland and a thought leader in brand, customer experience, and employee engagement.

With a strong background in insight-led strategy, Vicki has spent over two decades guiding global organisations across the public and private sectors, including stints at Axa UK, where she was the Chief Customer and Brand Officer, KPMG and within the NHS.

Vicki shares her expertise on:

• Why customer-centricity in insurance is still largely aspirational, not operational.

• The critical role of accessibility and inclusive design in delivering fair outcomes.

• How AI and automation are creating both risk and opportunity in CX.

• The importance of leadership empathy and the “triangulation” of customer, commercial, and conduct goals.

“If we keep designing digital journeys around ourselves rather than our customers, we’ll keep creating exclusion, not inclusion.”

This episode is essential listening for anyone shaping customer journeys, leading transformation programmes, or looking to make CX more than just a department, it’s a mindset. Vicki also shares how Insurers are missing a £200bn+ opportunity with their customers.

Listen now and follow for more from The Impact Room, where impactful diverse leaders share honest, practical insight on what’s driving meaningful change, and how to drive transformational Customer Experience in Insurance.

Follow or connect with Vicki here. (12) Vicki Joshi | LinkedIn

If you'd rather watch this episode on Youtube you can do that here. https://youtu.be/awy5fUimLRY

For more about Douglas Jackson here. https://www.douglas-jackson.com/

Insurance Recruitment and Executive Search https://www.douglas-jackson.com/insurance-banking-and-finance-executive-and-professional-search-recruitment/

Learn more about hiring a Chief Customer Officer https://www.douglas-jackson.com/recruiting-a-chief-customer-officer/