Kenneth Tolson

Global President – Network Solutions
Crawford & Company
Kenneth is the Global President of the Network Solutions division of Crawford & Company’s Platforms segment. This division encompasses a range of solutions including: Catastrophe Services, Crawford Inspection Services, WeGoLook, Workforce Advantage and Simply Crawford. These divisions span the globe and provide a range of services and solutions to support the digital transformation of the claim lifecycle and embrace the disruptive change happening in the Property & Casualty marketplace. Over his career Kenneth has served as Branch Manager as well as Regional Manager for the Eastern US, CIO for the U.S. Property & Casualty division and led the Broadspire Accident & Health Division. Prior to his current role as Global President – Network Solution, he served as U.S. President, Claims Solutions responsible for day to day US field operations and US & Caribbean Catastrophe Services. Throughout his career, Kenneth has focused on early recognition of disruptive process and technology and has driven key initiatives around self-service claim processes, business process improvement and data and analytic initiatives to improve the customer experience.

Sessions by Kenneth Tolson

11:10 AM - 12:00 PM
Claims Track 

How to Rapidly Launch Unified Customer Journeys Across All Channels Presented by Airkit 

Customer expectations for great CX are far outpacing insurance carrier’s rate of innovation. If providers don’t innovate fast, their customers will jump ship to a competitor. According to Accenture, 41% of surveyed P&C insurance customers who said they were satisfied with the way their claim was handled still reported they are likely to switch to another insurer. To transform their digital claims offering, insurance providers must provide a seamless, personalized experience across multiple engagement channels, including agent-assisted support and self-service. In this session, we will walk through the top 3 ways COVID-19 changed consumer behaviours for good; how to evaluate new CX platforms in order to drive innovative CX at speed; and real-life customer stories on how insurance providers increased CSAT and lowered costs with digital claims automation. 

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