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CX profile: Building IAG’s customer smarts

CX profile: Building IAG’s customer smarts
12 May
9:06
Julie Batch
Julie Batch

There’s a joke in the English town of Norwich that everyone either works in a church, in a pub, or in the insurance industry.

Luckily for the customers of IAG, Julie Batch’s family worked in insurance, and instilled in her a set of values she has carried through to her current role as chief customer officer.

“My family really believed in the social value that insurance provided, and they acutely felt the pain that customers went through when something terrible happened,” Batch says. “And so I had a really strong sense of purpose.”

While Batch’s entire career has been in insurance, much of that was in fields such as re-insurance and risk management. Three years ago, however, she began to notice the emergence of a new field of activity around customers.

Julie Batch
Julie Batch
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