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Superannuation at a Crossroads: Why Member Experience Needs a Rethink

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Specialist at Smart Communications 

The superannuation industry is continuing to undergo profound change. At our recent Melbourne roundtable, one theme came through loud and clear: Member experience (MEX) must evolve if super funds are to thrive in the next decade. 

From regulatory reform and shifting demographics to rising member expectations, funds are facing a wave of change that will reshape how they communicate, engage, and deliver value. Paul Schroeder, CEO of AustralianSuper, recently underscored this urgency at his National Press Club address, calling for legislative changes that simplify retirement and place member outcomes at the centre. 

The Forces Reshaping Superannuation 

1. Structural Changes in Retirement Accounts 

Schroder’s proposal to unify accumulation and retirement accounts, and integrate super with the aged pension, represents more than just a regulatory proposal. It requires funds to rethink how they guide members through retirement. Manual applications and fragmented processes will need to give way to seamless transitions that demand smarter, more intuitive communications. This is a fundamental shift in how members experience their retirement journey. 

2. Rising Regulatory Pressures 

At the same time, regulatory pressure is mounting. SPS 515, effective July 2025, requires Australian trustees to demonstrate that all aspects of their operations—including communications—support member outcomes. This means funds must go beyond generic notices and show alignment with the best financial interests duty.  

Meanwhile, Payday Super, expected to roll out in July 2026, will significantly increase communication volume and complexity. Members will expect real-time updates with every pay cycle, and employers will need clear guidance to navigate new contribution processes.

3. Inclusivity and Trust as Strategic Imperatives 

Australia’s super system must serve diverse and under–represented groups — women returning from career breaks, gig economy workers, Indigenous Australians, and non-English speakers. Inclusivity equals trust, and it’s rising to the top of the agenda. Communication must evolve to be inclusive, accessible, and transparent. Inclusivity is no longer a nice-to-have; it’s a strategic imperative to build trust. 

AI and Trust in Superannuation 

At a recent superannuation roundtable, delegates raised concerns about members turning to popular AI tools for financial advice—despite these systems not being designed for accuracy in regulated domains. The risk of misinformation is real, especially as AI becomes more embedded in how members interact with their funds.  

According to KPMG’s “Trust, Attitudes and Use of Artificial Intelligence: A Global Study 2025,” only 36% of Australians broadly trust AI, with many more wary of its risks than excited by its potential. Yet, 65% still expect AI to deliver benefits like reduced manual tasks, improved efficiency, and more personalised experiences.  

Get More AI Insights From Our 2025 APAC Benchmark Report. 

For super funds, this presents a dual challenge: harnessing AI to enhance engagement while ensuring transparency, reliability, and ethical standards that resonate across generations.  

One of the attendees of the roundtable, Mario Garrido, co-authored this paper on trust, which emphasizes that for older generations, drivers of trust are more grounded in traditional cues: character, capability, and benevolence. Older members are less likely to be impressed by promises of innovation alone; they want proof of consistent performance, regulatory compliance, and clear ethical standards. 

For super funds, this generational divide means communications must be far more sophisticated and adaptive:  

  • Younger members expect transparency on how AI is used to personalise experiences and protect data
  • Older cohorts look for proof of reliability, governance, and ethical standards.  

Meeting both expectations requires modern platforms that can capture accurate member data, generate compliant communications across channels, and tailor messaging to different trust drivers at scale. 

How Smart Communications Helps Super Funds Lead Through Change 

At Smart Communications, we enable super funds to modernise their member engagement strategy with personalised, compliant, and scalable communications. Our solutions – SmartCOMM™, SmartIQ™, SmartHUB™  and SmartPATH ™– help funds meet regulatory obligations while improving the member experience. 

Compliance with Evidence: With SmartCOMM, super funds can standardise communications through pre-approved templates and centralised content management, ensuring every notice and disclosure is compliant, consistent, and on-brand. A full audit trail is captured, making it straightforward to demonstrate SPS 515 compliance. Automated version control further reduces risk, ensuring any regulatory changes are reflected across member touchpoints. 

SmartIQ supports compliance by guiding members through adaptive digital interviews that align with regulatory requirements. By capturing structured, validated data at the source, SmartIQ reduces the likelihood of incomplete or incorrect submissions and seamlessly feeds data into SmartCOMM-generated documents. 

Member Engagement by Life Stage: SmartCOMM orchestrates omnichannel, personalised communications tailored to member needs while SmartIQ powers guided digital interviews, enabling funds to capture member data once and reuse it across forms, advice documents, and onboarding workflows. Both solutions support multilingual and accessible formats to ensure that inclusivity is prioritised and every member is included.  

Employer Readiness for Payday Super: When it comes to the rollout of Padyday Super, SmartPATH ensures members receive real-time transparency through event-triggered contribution confirmations each pay cycle. SmartPATH orchestrates these communications across email, SMS, and online portals. By delivering clear, proactive communications, SmartPATH enables funds to reduce confusion, alleviate pressure on call centres, and lower overall service costs. 

Reimagine Member Experience: SmartPATH replaces manual, fragmented processes with intelligent, omnichannel orchestration—ensuring members receive timely, compliant, and personalised updates across email, SMS, and print. SmartPATH supports inclusive formats and AI-powered decisioning to guide diverse member cohorts through complex journeys like retirement transitions or Payday Super updates, while maintaining transparency and control to meet SPS 515 obligations and build trust across generations. 

Meet Customer Expectations: SmartHUB helps superannuation funds meet rising expectations for transparency, compliance, and inclusivity by securely storing all member communications—from emails to case records—in a central, audit-ready archive. With fast retrieval and seamless integration across SmartCOMM and SmartIQ, SmartHUB supports SPS 515 obligations, enables secure digital delivery, and reduces operational costs. It ensures members and staff can access the right information, at the right time, building trust through clarity and control. 

Turning Compliance into a Competitive Edge 

Super funds are truly standing at a crossroads. As Schroder noted in his address, more people with more savings are approaching retirement than at any other time Australian history. With Smart Communications, super funds can go beyond compliance to deliver the personalised, timely, and trustworthy experiences members expect and turn regulatory changes into a strategic advantage. 

Be Prepared For Change with Modern Solutions

If your fund is preparing for SPS 515, Payday Super, or broader retirement reform, now is the time to modernise your communications. Let’s talk about how Smart Communications can help you stay compliant, build trust, and improve outcomes. 

Beyond the Hype: What GenAI Can’t Fix Without the Right Foundation

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Specialist at Smart Communications 

The banking and financial services industry is at a crossroads with generative AI (GenAI). On one hand, customers are curious and generally optimistic about its potential. On the other, distrust of financial institutions, poor data quality, and fragmented regulations stand in the way of real and effective transformation.  

The simple truth is this: AI can only be as effective as the foundation it’s built on. Let’s dive into why. 

Trust and AI: The First Hurdle 

The financial services industry is built on a foundation of trust.  However, research from our 2025 Customer Experience and Communications Benchmark Report in Financial Services shows there is a trust gap. Globally, 37% of financial services customers don’t trust their financial institution—a number that rises to 38% in Singapore and 41% in Australia. 

This raises a critical question: does introducing AI close or widen the trust gap? The answer depends not on the technology itself, but on how responsibly it is implemented. Transparent AI usage, clear disclosures, and reliable outputs can strengthen relationships and improve trust. Opaque applications and inconsistent results only widen the trust gap. 

AI Strategy: Beyond the Wish List 

Financial services customers are warming to responsible AI use as applications like multilingual translations and hyper-personalisation become more common. In fact, 61% of financial services customers believe AI/GenAI will improve their experience within the next five years. The appetite and the expectation that AI will be used in financial services is at hand. 

If there were no regulatory or budget barriers, most financial institutions would leap at the chance to deploy AI across the customer journey. But each firm must face reality. Banking and financial services are highly regulated industries, and technology budgets are limited. 

For example, would a firm archive every communication indefinitely if regulations didn’t require it? Probably not. However, adding AI to the mix makes the prospect of archiving even more complicated. The more data you have archived, the better your AI summarisations will be. Enterprise archive and retrieval typically assume a massive number of low–cost storage events and comparatively rare retrieval events at a much higher cost.  As AI summarisations change your storage-to-retrieval ratio, your costs could explode. Without clean, structured data and thoughtful retention policies, even the best AI strategies become inefficient and expensive. 

When the Foundation Is Weak 

The risks of skipping foundational investments are significant: 

  • GenAI summarisation costs: A single workflow – retrieval, ranking, chunking, embedding, inference – multiplies costs compared to legacy search. At scale, expenses balloon quickly.
  • Customer self-service: If AI draws on incorrect or conflicting data, customers get wrong answers. That drives repeat queries, higher service costs, and frustration.
  • Employee experience: Staff relying on AI summaries of outdated or inconsistent knowledge bases end up wasting time untangling conflicts, often jumping between systems to find reliable information. 

Without the foundation of clean data and robust governance for GenAI, the risks to the business are magnified. 

Regulation: Fragmented but Inevitable 

It’s important to understand the potential for future regulations around AI because the decisions made today around how it’s implemented often have implications 10 to 20 years from now. 

Current global regulation of AI is fragmented, and financial institutions that compete globally must prepare for that reality. A few examples: 

  • Singapore: Prioritises transparency (explainable AI, disclosure) and data input quality. Uses principles-based frameworks aligned with OECD/G20 and co-develops standards with global tech firms.
  • Australia: Uses a risk-based approach to encourage innovation while managing harm shifting toward mandatory guardrails. Ethics principles based on OECD norms and strong business input.
  • New Zealand: Light-touch, principles-based guidance co-designed with stakeholders and aligned with OECD principles.
  • EU: The EU AI Act is the most developed regulatory framework to date and has the most actionable insight into how jurisdictions may approach AI regulation. It classifies AI by risk level. High-risk use cases, such as those tied to sensitive communications or inbound requests, face strict obligations. Limited risk use cases, like correspondence generation, require transparency and disclosure. 

Capturing Additional Information – Traceability & Content Provenance 

The new era of AI calls for more than just having access to archived content. Firms must know: 

  • When and how AI influenced communications. Track AI usage across all processes (e.g., translations, tone changes, summarisations). This will help to comply with regulations that could become more stringent over time.
  • The cost of large-scale summarisations. The storage-to-archive retrieval ratio is going to change significantly. Legacy search processes mean that archives are rarely retrieved. With GenAI summarisations, content will be retrieved at a much higher rate.
  • The source and reliability of every data point. Know how, when, and by whom AI is used to trace the origin, history, and transformation of content. Content provenance is not optional; it’s foundational to trust and compliance. 

Building a Smart Foundation for Effective AI 

What will the future of customer communications look like with AI? Customer lifecycle data will evolve to create more types of communications in more steps of the customer journey feeding more systems. Every time something is archived, it will span multiple channels for GenAI to create more information and more content. And, the archive will not just be about outbound channels, but also an inbound source of information like a summarisation at contract renewal. 

But this future of AI is not hypothetical for banking and financial services, it’s already here. Success depends on aligning a carefully designed strategy with the right foundation, enabled by a leading technology provider like Smart Communications: 

  • SmartIQ™ collects clean, structured data through guided digital journeys. 
  • SmartCOMM™ uses that data to create personalised, compliant customer communications.
  • SmartHUB™ archives data in a way that supports efficient AI retrieval and summarisation.
  • SmartPATH™ orchestrates intelligent, personalised customer journeys powered by trusted data. 

Together, these solutions provide the backbone for successful AI adoption. 

Realising AI’s Promise 

GenAI can reshape customer experiences in banking and financial services, but only with the right foundation built on trust, strong data foundations, and responsible governance. 

Financial institutions that invest now in systems to collect clean, structured data and digital archives to store that data will be better equipped to deliver effective AI and consistent omnichannel communications. Additionally, firms that focus on transparent AI usage and content provenance will find themselves more prepared for future AI regulations and frameworks. 

AI can be a powerful tool to strengthen trust, or it can serve as a means to erode it. The difference comes down to the foundation you build. Build one that ensures transparency, and you’ll unlock AI’s true promise. 

See us at the Asian Banking & Finance Summit in Singapore on September 25, 2025, to learn more about building a foundation for responsible AI. 

The AML Compliance Clock Is Still Ticking: Why 2026 IT Budgets Matter Despite the FinCEN Delay

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Lead at Smart Communications 

In 2024, U.S. regulators issued over $3 billion in fines related to anti-money laundering (AML) and know-your-customer (KYC) violations. Increasingly, enforcement actions are tied not just to bad actors, but to gaps in client onboarding, data quality, and communication breakdowns.  

While this blog post focuses on a specific upcoming AML rule from the U.S. Treasury’s Financial Crimes Enforcement Network (FinCEN) targeting U.S.-based Registered Investment Advisors (RIAs), it’s part of a broader global trend. Regulators around the world are sharpening their scrutiny of how financial institutions collect, verify, and manage customer data across the lifecycle.  

Whether you’re operating in the U.S., the UK, the EU, or APAC, the message is clear: AML compliance isn’t just a policy issue—it’s a technology and communications challenge.  

A Delay Is Not a Free Pass on AML Compliance 

On July 21, 2025, FinCEN announced a delay in the effective date of its proposed AML rule for RIAs, known as the IA AML Rule. Under the proposed rule, the definition of a “financial institution” under the Bank Secrecy Act would have been extended to include RIAs. This meant that RIAs would be required to implement an AML program, if they did not have one previously. Originally slated to take effect Jan. 1, 2026, the rule is now expected to go live on Jan. 1, 2028. 

For many firms, this delay may feel like a reprieve. In reality, it’s a rare opportunity: a two-year runway to plan, budget, and execute strategic technology upgrades before compliance becomes urgent. 

Enforcement Is Delayed—But AML Compliance Expectations Aren’t 

While formal enforcement may be on hold, market expectations are already shifting. Investors and regulators are looking harder at how firms onboard clients, capture data, and identify suspicious activity. Many RIAs still rely on manual forms, static PDFs, and disconnected systems that leave them exposed to compliance gaps and audit risk. 

AML accountability is coming. Firms that wait until 2027 to modernize forms and data collection to support AML processes will be in a late scramble, likely incurring higher costs and rushed implementations. You can wait until 2027 to panic, or use 2025 and 2026 to plan, evaluate vendors, and budget smartly. 

Why AML Compliance Starts with Forms and Client Communication 

AML doesn’t start in one transaction—it starts at onboarding. Optimizing this area requires a combination of technology, clear strategy, and streamlined processes working together. Dynamic forms automation and customer communications management (CCM) technologies enable firms to: 

  • Collect accurate, validated client data
  • Trigger identity verification and sanctions screening
  • Maintain digital audit trails
  • Update forms and disclosures efficiently when regulations change 

Trying to retrofit compliance workflows onto legacy platforms after the fact is expensive, time-consuming, and error prone.  

Budget Planning for AML Compliance Starts in 2026 

If you want to be live in 2027, you need funding in 2026. Many enterprise budget cycles require six to nine months of planning, stakeholder alignment, and approvals. Firms that start too late risk missing out or settling for temporary fixes. Start framing 2026 proposals around strategic compliance readiness, not just reactive rule-following.

With the FinCEN delay, firms have time to be methodical. You can phase in solutions, run pilots, and compare vendors based on both functionality and financial flexibility. Look for technology partners who can scale with you, offer modular deployments, and support long-term ROI.

Delay Offers Time to Build a Smarter AML Compliance Roadmap  

The FinCEN delay gives firms valuable breathing room, but only if they use it to build a smarter, phased investment plan rather than kick the can down the road. Now is the time to map out a modernization roadmap that delivers immediate wins in onboarding, compliance workflows, and customer communications, while laying the groundwork to be ready for 2028.  

As outlined in this blog post, early vendor research is key. By evaluating technology partners now—not in Q4 panic mode—you can compare flexible pricing models, assess implementation timelines, and position your project for approval in the 2026 budget cycle. It’s not just about being compliant later, it’s about making cost-effective progress now. 

Start Your AML Compliance Budget Conversations Today 

A two-year delay should be seen as strategic runway, not a reason to wait. Early action builds resilience, reduces risk, and strengthens your long-term regulatory posture.  

Use the 2026 budget cycle to begin preparing your tech stack—especially CCM and forms automation—that will future-proof your AML readiness.

Reach out to our team to learn more about how we can assist you in reaching these goals. 

Frequently Asked Questions: Planning for AML Compliance for RIAs 

Q: Didn’t FinCEN delay the AML rule for RIAs? Why rush? 

A: Yes, the rule was delayed to Jan. 1, 2028—but preparing now gives you time to budget thoughtfully, evaluate vendors, and modernize processes that support AML compliance before urgency sets in. 

Q: What types of technology should we prioritize? 

 A: Start with forms automation and CCM tools that support accurate data collection, auditability, and workflow integration. These are foundational for AML compliance readiness and broader client lifecycle compliance. 

Q: Can we wait until 2027 to upgrade? 

A: You can, but it will be more expensive, rushed, and likely disruptive. Starting your process now lets you phase in changes strategically. 

Q: Is this still relevant if we already use a CRM system? 

A: Yes. While CRMs are valuable for managing relationships, they often lack the capabilities needed for structured data collection, dynamic form workflows, and compliance-grade audit trails. Critical AML inputs like CIP documentation, beneficial ownership details, and client attestations are often collected manually or stored in inconsistent formats. Integrating purpose-built forms and data automation tools with your CRM can close these gaps, ensuring cleaner data, faster onboarding, and stronger compliance posture. 

Q: What’s the risk of doing nothing now? 

A: You risk falling behind your peers, scrambling to fund upgrades later, and facing greater scrutiny from regulators and institutional partners alike. 

Q: Is this just a U.S. issue, or should global firms be paying attention too? 

A: While the FinCEN IA AML Rule specifically applies to U.S.-based RIAs, AML expectations are rising globally. Regulatory bodies globally are tightening rules around client due diligence, beneficial ownership, and digital recordkeeping. For global firms—or U.S. firms with international clients or operations—this is part of a worldwide shift toward more rigorous, data-driven AML enforcement. Investing in scalable, flexible tech now ensures you’re ready for evolving compliance demands across all jurisdictions. 

What Great CX Looks Like in Life Insurance (2025 Benchmark Research)

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications 

In a market defined by complex products and long customer lifecycles, delivering exceptional experiences can be a key differentiator for Life & Annuity organizations. 

Customers want clarity, empathy, and convenience across every touchpoint, but many organizations still struggle with manual, paper-based processes and impersonal communications. In this post, I’ll explore what defines “great” customer experience in life insurance today, drawing on fresh 2025 insights into CX performance across the industry. From onboarding to claims, let’s dive into what leaders are doing right—and where many still fall short. 

Curious about how your experience measures up? While this isn’t a benchmark deep dive, we’ll share themes inspired by recent life insurance CX benchmarking data—helping you understand how customer expectations are shifting and what CX benchmarks for life insurance look like in 2025. 

Why CX Is Mission-Critical in Life Insurance 

Customer experience requires a deeper level of empathy in life insurance. The stakes are higher, the journeys longer, and the trust required is deeper. 

Done right, great CX in life insurance builds loyalty over decades, not months. It reduces churn, boosts referrals, and opens the door for future product conversations. 

5 CX Benchmark Takeaways in Life Insurance in 2025 

Here’s what’s rising to the top among today’s strongest-performing life insurance brands—based on emerging patterns from 2025 customer data: 

1. Frictionless onboarding is non-negotiable. Customers consistently rated an intuitive, streamlined start to the customer journey as a top driver of positive experience. Long forms, confusing steps, or a lack of status updates were top friction points. 

2. Omnichannel isn’t optional anymore. Policyholders increasingly expect to move seamlessly between digital, agent, and call center experiences—with minimal repetition required. 

3. Human + digital beats either/or. Customers value both speed and support—meaning hybrid models are winning. One trend in the data: customers and beneficiaries who had access to digital tools and real human help reported higher satisfaction. 

4. Claims transparency is a growing CX lever. Respondents pointed to proactive status updates and clear claims timelines as factors strongly linked to loyalty. 

5. Customers now expect personalization, speed, and proactive outreach. For example, nearly 60% of customers who received relevant check-ins (like reminders or policy education) said they were more likely to recommend their insurer—hinting at the value of contextual engagement. Moreover, overwhelming majorities across regions and generations indicated communications were critical to their overall experience.

 

Common Gaps and CX Pitfalls in Life Insurance 

While some insurers are raising the bar, others are still held back by: 

  • Legacy tech and siloed systems—resulting in clunky, inconsistent experiences
  • Disconnects between digital and agent touchpoints—leading to repeated questions or broken handoffs
  • Low clarity on coverage and next steps—which ranked among the top frustrations in recent feedback
  • Lack of proactive communication—especially during emotionally important or time-sensitive moments
  • Paper-based, manual processes–many organizations still expect customers to download and fill out forms by hand and mail them to the insurance company to make changes 

These pain points don’t just annoy customers, they erode trust. 

Moving from Good to Great: What Leaders Are Doing Differently 

The data shows a growing divide between brands that meet expectations and those that exceed them. Here’s what the top performers are doing differently: 

→ Journey orchestration, not just journey mapping. Leading teams are designing CX with intentionality—thinking end-to-end across departments, not in silos. 

→ Customer feedback loops that drive change. The highest-scoring organizations act on real-time signals, rather than relying solely on annual surveys. 

→ Empowered agents who understand digital-first customers. Many top performers are re-skilling frontline teams to better support hybrid customer journeys, blending empathy with tech fluency. 

How to Start Elevating Your CX Today 

Even if you’re early in your CX transformation, there are simple, strategic steps you can take now: 

  1. Audit your top 3 customer journeys (e.g., onboarding, claims, policy changes) and look for friction.
  2. Identify moments of silence or confusion and build in communication touchpoints.
  3. Align your CX metrics to customer outcomes—such as clarity, ease, and confidence—not just speed or cost. 

Conclusion 

Customer expectations won’t slow down in 2025—and neither should your CX evolution. The most successful life insurers are the ones who treat experience not as an add-on, but as a core value driver. 

Want to know what top-tier CX really looks like this year? Our latest report reveals how real customers are engaging, what’s working (and what isn’t), and what you can do to move from average to exceptional. 

For more, access a complimentary copy of the 2025 Benchmark report.

Don’t Let Budget Season Catch You Unprepared: The Critical Importance of Early Vendor Research

Posted on by Scott Draeger

By Scott Draeger, SVP of Product Marketing and Vertical Solutions 

Enterprise software budget processes are easy to delay, until it’s too late. Then, you find yourself stuck with legacy limitations for another year.  

Budgeting is complex and time-sensitive, yet too many organizations wait until the last minute to gather essential vendor information. This reactive approach leads to delayed decisions, incomplete evaluations, and ultimately, poor ROI outcomes that plague your organization for years. 

The Hidden Cost of Inadequate Vendor Research

When budget season arrives and you’re scrambling to compile vendor pricing, feature comparisons, and implementation timelines, you’re already behind. The most successful enterprise software investments begin with thorough vendor research conducted months before budget discussions even start.  

This preparation allows you to present comprehensive business cases backed by detailed cost-benefit analyses rather than rough estimates and hopeful projections. This type of preparation puts your project in position to get a “yes!” 

Transaction Structure: The Make-or-Break Factor for ROI

Beyond basic pricing and features, understanding how flexible vendors can structure their transactions is critical for achieving positive ROI quickly. Many publicly traded vendors are bringing heavy legacy approaches to their SaaS offerings.  

They continue to demand substantial upfront payments, extensive and expensive professional services contracts with high attach rates, and additional fees that delay meaningful returns by years. These legacy models from legacy providers prioritize vendor cash flow over client success, creating financial strain that undermines transformation initiatives. 

A Different Approach to Enterprise Partnerships 

Smart Communications represents a fundamentally different philosophy in vendor relationships. Rather than demanding large upfront investments that strain budgets and delay ROI, Smart Communications partners with clients through multiyear arrangements designed to accelerate time-to-value to deliver profit and performance faster than expected.  

Smart Communications’ innovation isn’t limited to our leading SaaS offerings. Innovation extends through the entire business, offering financing options that enable organizations to begin transformation and migration processes without the crushing financial burden that typically accompanies enterprise software implementations. 

Analyst reports are a powerful source of knowledge when researching vendor options. Get started by checking out our latest insights here. 

 Breaking Down Vendor Silos That Block Your Success

Traditional vendors often operate with internal silos that prioritize their own revenue recognition over client outcomes. This misalignment creates friction throughout implementation and ongoing support. Separate sales teams compete for product revenues in competitive portfolios.  

Any professional services discounts can create carve–outs and revenue deferrals that cause a salesperson to rapidly shift focus to another prospect. Smart Communications’ transaction structure aligns vendor success with client success, ensuring that your transformation goals remain the primary focus throughout the partnership. 

Start Your Research Today 

Don’t wait for budget season to begin your vendor evaluation process. Start gathering comprehensive vendor information now, with particular attention to transaction structures that support rapid ROI achievement.  

Done right, budget discussions will become strategic conversations rather than frantic scrambles that leave you and your customers to deal with legacy limitations for another year. Position your project for success in 2026 by partnering with a vendor aligned to your rapid ROI. 

Not The Decision Maker, But Interested in Making a Change?

Check out “Building a Business Case for Change: How to Secure Stakeholder Buy-In When Purchasing Enterprise Customer Communications Management (CCM) Software” to arm yourself with the right information to make the case for better CCM software. 

Redefining Customer Connection & Building Loyalty through Digital Experiences: Insights from the Third Digital Banking Summit | ICC Sydney

Posted on by Aaron Everingham

By Aaron Everingham, Sales Director at Smart Communications 

At the third Digital Banking Summit, hosted by Forefront at ICC Sydney, Smart Communications’ Aaron Everingham led a thought-provoking discussion on how digital banking leaders are reshaping customer connection and loyalty in a fast-evolving environment. 

The panel explored the role of human-centered design, trust, personalisation, and emerging technologies—all within the context of an increasingly digital and regulated banking world. 

1. Human Connection in a Digital World

In the early days of banking, connection meant face-to-face interaction. Today, with digital channels dominant, the challenge is preserving that sense of humanity at scale. 

One speaker noted that the rise of digital has created hyper-choice, making trust a more critical differentiator than ever before. Another panellist shared that while digital platforms streamline processes like home loan applications, there’s often still a team behind the scenes ready to step in, especially for more complex needs. 

Several participants stressed the importance of human-centred design, particularly in emotionally charged moments, where digital alone may fall short. One bank shared how they’ve designed AI-powered systems to hand off conversations to human agents during heightened customer moments—ensuring empathy isn’t lost in automation. 

2. Personalisation at Scale: Still the Holy Grail?

While personalisation remains a top priority, its meaning is evolving. 

A speaker from a major institution noted that personalisation today is about relevance: providing timely, context-aware interactions, such as reminders for upcoming bills or proactive service prompts. Others made a distinction between personalisation and customisation—highlighting the need to tailor not just messaging, but the entire experience, depending on the user’s profile and preferences. 

A digital lender representative acknowledged the technical complexity behind this: managing personalised content and journeys at scale remains a work in progress, particularly for institutions navigating legacy infrastructure. 

3. Trust and Connection in a Digitally Regulated Age 

As digital becomes the primary channel, building trust—especially in key moments like hardship or lending—has taken on new urgency. 

Several panellists pointed out that regulatory pressure and customer protection are driving a shift in experience design. What was once about speed is now about “intelligent friction”—introducing small hurdles to help customers stay safe. For example, first-time payment warnings are now deliberately implemented to prevent scams, even if they slightly slow down the user experience. 

Trust, it was emphasized, is not just about UX; it’s about staying true to brand promises, especially for institutions with older or more vulnerable customers. As one speaker put it, “you don’t just design for ease—you design for reassurance.” 

4. Loyalty Reimagined 

The panel also reflected on how loyalty has changed—and how digital can support, or undermine, long-term relationships. 

Traditional points-based loyalty schemes are no longer the only currency. One speaker noted that consistency, transparency, and reliability now play a greater role. For digital-native brands, loyalty is tied closely to their core promise, such as a simplified lending journey. 

Meanwhile, open banking and app-based banking aggregation were cited as drivers of customer freedom. As one attendee shared, inertia is fading—customers now expect more, and are quicker to switch when expectations aren’t met. 

5. Segmenting Experiences, Not Just Messages 

Tailoring communications is no longer enough—banks must now segment the experience itself. 

This means adapting everything from tone and flow to channel mix and hand-off points. One example given involved designing different onboarding journeys based on whether a user is a first-time buyer, a retiree, or a digital-native—acknowledging that the same service doesn’t work for every audience. 

6. Looking Ahead: Emerging Trends 

Finally, the panel looked to the future—particularly the growing role of AI. 

While AI offers new levels of convenience and responsiveness, speakers cautioned against over-automation. There’s a risk of disintermediation, where the very connections banks seek to strengthen could erode. 

The key, according to one leader, is finding the right balance between automation and human intervention—and ensuring that when a handoff is needed, it happens seamlessly. 

Final Thoughts

The panel made one thing clear: building loyalty and connection in banking is no longer about flashy perks or polished UX alone. It’s about trust, consistency, and deeply understanding the moments that matter to customers. 

Digital has changed the game—but the fundamentals of human connection remain unchanged.

How Health Insurance Document Automation Transforms Policyholder Communications

Posted on by John Zimmerer

By John Zimmerer, VP of Healthcare Marketing at Smart Communications 

In the rapidly evolving landscape of health insurance, the need for efficient, compliant, and personalized policyholder communications has never been more critical. Health IT professionals are tasked with navigating complex regulatory environments, ensuring data security, and delivering high-quality communications to members. Yet some companies still rely on manual processes, legacy systems, or ad-hoc communication tools that can hinder efficiency and consistency.  

Health insurance document automation platforms and customer communication management (CCM) systems play a pivotal role in achieving these goals. This blog post:  

  • Details the key steps of the document production process
  • Outlines some of the regulations and compliance considerations across the United States, United Kingdom, Germany, and Australia
  • Highlights the benefits of adopting a modern, cloud-based CCM solution 

Automating the Document Production Process for Policyholder Communications 

Health insurance IT and lines of business are responsible for a myriad of member-facing communications. These include benefit booklets, policy documents, statements, and other critical communications that must be accurate, timely, and compliant with regulatory standards. Document automation platforms and CCM systems are essential tools in this process, enabling health insurers to streamline operations, reduce errors, and enhance member engagement. 

The document production process for member-facing communications involves several key steps: 

1. Content Creation: Drafting the initial content, often using templates to ensure consistency. 

2. Review and Approval: Multiple stakeholders review the documents to ensure accuracy and compliance. 

3. Formatting and Design: Applying branding and formatting to make the documents visually appealing and easy to read. 

4. Distribution: Delivering the documents to members through various channels, such as mail, email, or online portals. 

CCM solutions play a crucial role in this process by automating repetitive tasks, reducing errors, and ensuring consistency across all communications. These platforms offer features like template management, workflow automation, and integration with other systems to streamline the document production process and transform policyholder communications. 

Health Insurance Document Automation Regulations and Compliance 

Compliance with regulations is critical in the healthcare industry. Member-facing documents must adhere to standards set by regulatory bodies like the Centers for Medicare & Medicaid Services (CMS) and the National Committee for Quality Assurance (NCQA) in the United States. These regulations ensure that communications are clear, accurate, and timely. For example, the Medicare Communications and Marketing Guidelines (MCMG) outline specific requirements for the content and distribution of member communications. 

Beyond the United States, regulatory frameworks in the United Kingdom, Germany, and Australia also play a significant role in shaping policyholder communications. 

A Modern CCM Solution for Health Insurance Communications 

A leading cloud-based CCM platform can be transformative for health insurers seeking to scale personalized, interactive communications across digital and traditional channels. These solutions enable organizations to meet rising expectations around engagement, compliance, and operational efficiency. Below are several core features and benefits of an advanced CCM platform built for the complexities of health insurance communications. Key capabilities should include: 

1. Omnichannel Communications 
A modern communication platform empowers insurers to engage policyholders via their preferred channels—email, SMS, print, and digital portals—ensuring a seamless and consistent experience across touchpoints. 

2. Template Management 
Using a single-template model, top-tier CCM systems simplify the development and maintenance of documents. This agility allows insurers to respond quickly to regulatory updates, product changes, or the need to onboard new distribution channels. 

3. Approval Workflows 
Integrated approval workflows ensure all content undergoes the necessary compliance checks before it reaches policyholders, minimizing risk and streamlining collaboration across departments. 

4. Audit Trails 
Comprehensive audit capabilities create a traceable history of all edits, approvals, and publication steps. This transparency is critical for passing regulatory audits and maintaining governance. 

5. System Integration 
A robust document automation solution integrates easily with ecosystem partners such as HealthEdge, Pegasystems, and Salesforce. These integrations reduce IT dependencies and ensure data flows freely across systems to support dynamic, personalized communications. 

Business Benefits 

1. Efficiency Gains: 
By consolidating disparate communication processes into a unified cloud CCM solution, organizations can reduce template maintenance by up to 95%, leading to faster turnaround times and fewer errors. 

2. Cost Reduction: 
Health insurers using cloud-native CCM tools frequently report measurable cost savings—ranging from shorter implementation cycles to the redeployment of full-time staff toward strategic initiatives. 

3. Enhanced Member Experience: 
Interactive, targeted messaging contributes to better policyholder experiences. A personalized approach drives stronger engagement, trust, and satisfaction—critical differentiators in today’s competitive healthcare environment. 

4. Regulatory Compliance at Scale: 
With built-in controls and centralized management of content, regulatory updates can be applied across a communications portfolio with minimal effort. This proactive approach reduces compliance risks while keeping messaging accurate and up to date. 

5 Reasons to Use SmartCOMM for Document Automation 

Health IT professionals familiar with document automation should consider adopting SmartCOMM for several compelling reasons: 

1. Regulatory Compliance 

SmartCOMM’s robust compliance features ensure that all member communications adhere to regulatory standards across multiple jurisdictions. The platform’s built-in approval workflows, audit trails, and template management capabilities help organizations stay compliant with regulations like HIPAA, GDPR, and other regulations in the United States, United Kingdom, Germany, and Australia. 

2. Efficiency and Cost Savings 

By automating the document production process, SmartCOMM significantly reduces the time and effort required to create, review, and distribute member communications. This leads to substantial cost savings and allows health IT professionals to focus on more strategic initiatives. The platform’s integration capabilities further enhance efficiency by streamlining workflows and reducing IT reliance. 

3. Enhanced Member Experience 

Personalized and interactive communications are key to improving member engagement and satisfaction. SmartCOMM’s omnichannel capabilities ensure that members receive consistent and relevant communications through their preferred channels, making interactions more meaningful and effective. 

4. Scalability and Adaptability 

SmartCOMM’s cloud-based architecture allows organizations to scale their communication efforts effortlessly. The platform’s single-template approach and real-time updates enable health insurers to quickly adapt to regulatory changes, new product launches, and emerging communication channels. 

5. Integration with Existing Systems 

SmartCOMM integrates seamlessly with other core systems, enhancing operational efficiency and reducing the need for extensive IT resources. This integration capability ensures that health IT professionals can leverage existing investments while optimizing their communication processes. 

Conclusion 

In the complex and highly regulated world of health insurance communications, the need for efficient, compliant, and personalized member interactions is paramount. Document automation platforms and CCM systems like SmartCOMM offer powerful solutions to meet these challenges to help transform policyholder communications.  

By leveraging sophisticated cloud solutions, health insurers can ensure regulatory compliance, improve operational efficiency, enhance member experience, and adapt to changing communication needs.  

Ready to learn more about optimizing policyholder communications? 

Request a demo to see our document automation capabilities in action. 

 About the Author 
John Zimmerer is the Vice President of Vertical Marketing, Healthcare at Smart Communications, where he acts as a subject matter expert on the digital transformation of customer communications and data-centric, often form-based workflows. Most recently, John has been researching and writing about improving customer experience in healthcare and is regarded as a thought leader in this area. John has over 20 years of software product marketing experience. His areas of expertise include market research, analyst relations, public relations, and digital marketing.

Why Cloud Tech Is Central to Wealth Management Success

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Specialist at Smart Communications 

Modern, integrated technology is no longer optional; it’s how wealth management firms win over elite advisors. Mergers and acquisitions activity in wealth management is booming, with a record 272 transactions announced in 2024 and 75 announced in the first quarter of 2025.  

These firms will succeed by taking advantage of economies of scale and Assets Under Management (AUM) growth. But real success hinges not just on scale or AUM. For acquiring firms, the ability to attract and retain top advisor talent is among the most valuable assets after the deal closes.  

Why Cloud Tech Matters More Than Ever  

In addition to firm consolidation, the pool of financial advisors is shrinking. According to Cerulli Associates, the number of advisors in the U.S. was essentially flat in 2023 and over the next decade, more than 100,000 advisors – or approximately 37.5% of the industry – plan to retire. With a contracting pool, advisors can be more selective about where they choose to practice. The increased competition for talented advisors means wealth management firms must use cloud technology to stand out. 

The value-add that advisors provide is excellent client service, and intuitive, effective technology that makes the client experience more efficient can help advisors grow their business. The more time advisors dedicate to what matters most to each client, the higher the trust in the relationship. For these reasons, advisors want technology that minimizes administrative work and maximizes time to focus on their value add to clients.   

Wealth management firms that offer a seamless tech experience create less disruption and more opportunities for their advisors.  At the end of the day, technology can be a deciding factor in whether talented advisors stay or leave. 

Common Pitfalls of Technology in Wealth Management  

Legacy systems, clunky workflows, and poor integrations frustrate advisors. For example, a firm uses a PDF-only onboarding form collecting know-your-customer (KYC) information.  The best-case scenario in this PDF-only situation happens when the client receives the form and they’re able to fill it out correctly the first time and return it via email.  

However, this scenario is unlikely and not secure since personally identifiable information (PII) is being passed through the form. More likely is that with a lot of back-and-forth between the advisor and the client, most of the information is collected and manually added into the firm’s systems. 

At this point, no one is happy. Advisors feel that administrative work has cost them important client–facing time. Plus, clients begin the advisor relationship with a frustrating and drawn-out onboarding experience. Wealth management firms risk churning advisors and clients if technology is an impediment to a good client experience.  

Technology Attracts and Retains Talent  

The right technology creates an advantage in attracting and retaining talented advisors.  How can a wealth management firm ensure that it’s using the right technology? 

  • Invest in technology that is API-friendly or has established integrations and is scalable for different advisor workflows.
  • Involve advisors in technology decisions and treat them like internal clients.
  • Communicate clearly how the technology roadmap will improve advisors’ work day-to-day. 

Research has shown that advisor practices that are heavy users of technology are higher–growth practices. Cleary, firms that lead with advisor-friendly technology can gain a strategic edge. 

Smart Communications Helps Develop a Technology Advantage 

Smart Communications helps wealth management firms develop their technology advantage with SmartIQ™, a low-code technology solution that makes automating data collection easy:   

  • Manual forms are transformed into online, mobile-friendly, intuitive interviews to collect data.
  • Data collection is secure and scalable; data becomes a two-way conversation between the advisor and client.
  • Pre-built connectors and a flexible API architecture ensure seamless integration into the existing tech stack. 

SmartIQ offers a digital client experience for complex advisor workflows like client onboarding, annual KYC information collection, and more. What once was a major administrative burden to advisors becomes a competitive advantage to attracting and retaining advisors. Investing in the right technology isn’t just smart infrastructure. It can be the key to unlocking advisor loyalty, performance, and long-term growth. 

To find out how you can leverage cloud tech in wealth management to improve data collection processes and maximize your advisors’ time, request a demo. 

AI in Financial Services: Why Incremental Innovation is a Smart Path Forward

Posted on by Cindy Griffin

By Cindy Griffin, Financial Services Vertical Marketing Specialist at Smart Communications 

News about artificial intelligence (AI) in financial services is everywhere. From new model launches to agentic AI to meme prompts (e.g., turning your pet into a human), it’s inescapable. Many organizations, however, are struggling with how to implement AI in a responsible way while also quickly taking advantage of AI’s capabilities.  

In particular, AI is magnifying security risks in the financial sector. JPMorgan’s Chief Information Security Officer’s recent Open Letter to Third Party Suppliers emphasizes “prioritizing security over rushing features” by “placing it equal to or above launching new products.” So, how does an organization operating in a highly regulated industry like financial services carry out this dual mandate to integrate AI and prioritize security? 

JPMorgan has taken a top-down approach to AI, with the appointment of a Chief Data and Analytics Officer to oversee AI initiatives in 2023 and the deployment of a proprietary large language model, LLM Suite, in 2024. However, since most financial services firms don’t have the resources of JPMorgan, AI implementation in this way isn’t typically practical. Likewise, most firms don’t have the luxury of having a powerful Chief Information Security Officer who can tell third–party suppliers how they need to approach security.  

Incremental Innovation in AI 

Incremental innovation offers a solution for financial services firms that lack JPMorgan’s resources but want to implement AI in a responsible, secure way. What is incremental innovation? Cutter Associates defines incremental innovation as “leveraging technology to make small tweaks to existing workflows and processes to create outsized gains in operational efficiency.” 

In addition to being more budget friendly, incremental innovation builds on existing applications using AI, which allows for manageable scaling and risk mitigation. For example, many firms already use AI or machine learning for predictive analytics in areas like fraud detection or risk assessment. Building on existing AI use cases could help firms advance AI within their organizations while keeping security top of mind. Each incremental advancement would be, by definition, small and could be tested in focused groups to avoid exposing the entire organization to potential security threats. Incremental innovations would also allow firms to be more agile in responding to potential process breakdowns. 

However, not all AI progress will come from within. As firms look to scale more rapidly or solve complex problems, they may turn to third-party suppliers offering comprehensive AI solutions. While these integrations can promise significant improvements, they also introduce a different set of risks. If a third-party supplier’s AI integration is advertised as the solution to a whole host of issues, consider the impact on the organization if something went wrong. 

AI Adoption Vs. Financial Services Regulations 

The emerging regulatory environment will also guide financial services firms’ adoption of AI. For example, the EU Artificial Intelligence (AI) Act classifies AI use according to risk. Financial services firms find many activities fall under high risk or limited risk, which require strict obligations before going to market or specific transparency obligations, respectively. The EU AI Act helps organizations determine the overall business risk when deploying AI. Financial services firms should be prepared that the influence of the EU AI Act may arrive in the U.S., one state at a time, each with intricate differences. 

Financial regulators in the U.S. have been cautious about adopting AI-specific rules, preferring to provide guidance around existing rules. Even this information can influence how AI is used in financial services firms. For example, in May 2024, FINRA provided guidance on Rule 2210 (Communications with the Public) in an FAQ. The report also noted that communications with the public—whether generated by a human or AI (chatbot)— would be governed by the same rules. In addition, an early executive order of the current administration seeks to remove barriers to American leadership in AI. While the executive order doesn’t have any new AI-specific rules or regulations, it’s indicative of the potential for rapid change in AI regulations.   

Regardless of the regulatory environment, financial services organizations that rely on incremental innovation to adapt to new regulations over time reduce the risk of non-compliance caused by rapid changes. 

Not sure what questions you should ask vendors about AI and customer communications? Take the guesswork out of it with ‘11 Questions to Ask When Evaluating CCM Software’. 

How Does Smart Communications Approach AI Innovation? 

To help organizations safely and strategically incorporate AI, Smart Communications provides a customer communications management solution with integrated AI. SmartCOMM™ establishes a solid foundation for financial services firms to balance incremental innovation in AI with a strong security and governance posture. Integrated AI technology offers the ability to translate content into different languages and adjust the reading level, tone, and formality of customer communications.  Why does our approach to AI matter?  

  • Governance is in your hands. SmartCOMM’s AI integration is an opt-in feature; it is turned off by default. If your firm is not ready to deploy AI in this manner, it’s not a required feature of SmartCOMM.
  • Content provenance matters. In highly regulated industries like financial services, the ability to audit data or content is not only helpful, but in most cases required by regulators. SmartCOMM logs events where AI is employed enabling ease in forensic searches of AI-impacted communications.
  • Your data won’t be used as training data. SmartCOMM does not share your organization’s data to train the LLM.
  • Security comes first. Any AI use will not come at the expense of jeopardizing our commitment to data security and governance.
  • Function is prioritized over flash. Any AI integration will be based on usefulness to our customers and how it helps them achieve their goals. We’re not integrating AI for AI’s sake alone.  

Ultimately, when leveraging AI in financial services use cases, organizations will need to be transparent, explanatory, and secure in client communications. Firms that adopt AI through incremental innovation and stay compliant with evolving regulations will strengthen, not weaken, their client relationships. 

To discover how your organization can leverage AI in financial services through incremental innovation, request a demo.  

 

About the Author 
Cindy Griffin is the Financial Services Vertical Marketing Specialist at Smart Communications. She has more than 25 years of experience in financial services marketing and business development, performance analysis, product and risk management, and compliance integration. Cindy has broad knowledge of the financial services space having worked for institutional investment managers, retirement services providers, and wealth managers in a variety of roles. In addition, Cindy worked in business development for a software provider with a primary focus on the financial services vertical. 

Transforming Insurance in APAC Through the Power of Partnership: Smart Communications, Capgemini, and Duck Creek

Posted on by Eileen Potter

By Eileen Potter, VP of Insurance Marketing at Smart Communications

From underwriting and policy servicing to claims and renewals, insurers are under constant pressure to modernize their operations while managing risk, ensuring compliance, and meeting growing customer expectations.

To tackle these challenges head-on, Smart Communications continues to invest in partnerships that deliver real value. In the APAC region and beyond, our work with Capgemini and Duck Creek exemplifies how strategic collaboration can help insurers transform complex processes into streamlined, digital-first experiences. Together, we’re enabling insurers to become more agile, more efficient, and more connected to their customers.

Smart Communications is excited to announce our expansion into Singapore as we continue to grow our presence in the Asia-Pacific region. For the first time, we’ll be attending ITC Asia – an important milestone that reflects our commitment to supporting insurers across the globe, including those in one of the region’s most dynamic insurance markets.

“As insurers increasingly operate across borders, having technology partners that can deliver consistently and collaboratively in all regions of the world is more important than ever,” Nick Smith SVP, Sales, APAC and EMEA, Smart Communications. “We’re proud to bring our global experience and trusted partnerships to Singapore and look forward to helping insurers in the region transform how they connect with their customers.”

Smart Communications and Capgemini: Driving Intelligent Transformation Across Regions

A key part of that global approach is our partnership with Capgemini. Together, we help insurers accelerate digital transformation and deliver seamless customer interactions.

Capgemini and Smart Communications work together to help insurers accelerate digital transformation and improve customer engagement at scale. By combining Capgemini’s global consulting and systems integration expertise with Smart Communications’ industry-leading cloud-based communications platform, we enable insurers to create more agile, personalized, and efficient customer experiences.

Smart Communications and Duck Creek: Modernizing Policyholder Communications from Quote to Claim

Duck Creek Technologies’ modern, cloud-based platform helps P&C insurers manage policies, billing, and claims with greater agility. Through our integration with Duck Creek, Smart Communications brings intelligent, interactive communications into every step of the insurance journey.

This partnership is designed to eliminate the friction traditionally found in insurer communications. Whether it’s a quote letter, policy document, billing notice, or claims correspondence, our joint solution ensures every interaction is dynamic, personalized, and automated – without disrupting existing workflows.

The benefit? A more efficient back office and a more engaged policyholder.

For insurers in APAC, this is especially critical. Many are navigating a diverse regulatory landscape, multiple lines of business, and rising digital expectations from customers. Our partnership helps these insurers localize communications, ensure compliance, and deliver experiences that feel intuitive and responsive – regardless of channel or language.

Why Partnerships Matter – Especially in APAC

Insurers across APAC are faced with the need to modernize legacy systems and deliver more digital-first experiences. But they must balance this with navigating complex regulatory environments, evolving customer preferences, and increasing cost constraints.

This is where the power of partnership shines, enabling insurance organizations to modernize operations without overhauling everything at once – taking advantage of integrations designed to work within insurers’ existing ecosystems, accelerating time to value and minimizing disruption.

The result? Smarter, more agile organizations, that are better positioned to compete and grow in an increasingly competitive market.

See the Power of Partnership in Action at ITC Asia

If you’re attending ITC Asia, we invite you to stop by and meet with Smart Communications to learn more about how we’re transforming the insurance experience. Our team will be at Booth 215/216 with Duck Creek.

You’ll get a firsthand look at how our solutions help insurers:

  • Deliver more personalized and compliant communications
  • Streamline customer journeys across core systems and workflows
  • Achieve faster time-to-market and improved operational efficiency

Don’t miss our 11:00 AM Fireside Chat, ‘Enhancing Loyalty: Propositions & Customer Experiences’, held at the Affinity Stage, Customer Centricity. Smart Communications’ Nick Smith will be joined by Ravi Makhija, Executive Vice President & Managing Director Capgemini Financial Services South East Asia, Capgemini.

We look forward to seeing you in Singapore!

About the Author
Eileen Potter is the Vice President of Vertical Marketing, Insurance at Smart Communications. She has more than 25 years of insurance and insurance technology experience with both Property & Casualty and Life & Annuity, including insurance operations on both the agency and company levels. Eileen has worked in independent agencies and MGA operations in a variety of roles, including commercial marketing and underwriting. Her software background includes systems marketing, sales support, and implementation roles with organizations such as ABBYY, Appian, One, Inc., and Duck Creek Technologies.