Infinity's Insurance Marketing Podcast: Recent Episodes
Infinity
If you're a marketing professional working in insurance, then this podcast will give you some immediate, actionable advice to help you solve some of the biggest challenges facing your team today.More info here: http://www.infinity.co/insurance
In this must-listen Insights & Impact podcast episode, we dig into the impact of Consumer Duty on compliance leaders. With the one-year anniversary of the last Consumer Duty deadline approaching, and another deadline looming, we dive into the specific challenges facing compliance leaders and offer up some practical guidance on how to overcome them.
This episode features our Insights & Intelligence Team Lead and compliance guru, Kelly Seddon along with our host and Head of Growth, Matt McGillicuddy.
Tune in to get the full scoop and equip your compliance teams with the tools to navigate Consumer Duty successfully. Don’t miss out on these actionable tips and expert advice!
Consumer Duty has given FSI marketers a serious challenge by making clear messaging and top-notch CX no longer a “nice to have” but a regulatory requirement. In this Insights & Impact podcast episode, we unpack the real impact of Consumer Duty on FSI marketers, and offer up top tips and best practices to help marketers stay ahead of the regulatory curve!
The special guests we’ll be hearing from include:
- Alex Murphy, financial services Marketing Advisor and Co-Founder of Balance
- Alex Shrimpton, Head of FSI Sales at Infinity
- Sarah Wakefield, Senior Analyst at Infinity
- Matt McGillicuddy, Head of Growth Marketing at Infinity
So, if you want to understand how to gain a deeper understanding of your customers to fine-tune messaging, nail compliance, and deliver the most positive outcomes as possible, grab yourself a brew and tune in!
In this episode of our Insights & Impact podcast, we’re joined by a very special set of guests – all experts in automotive marketing. We dive into the key trends and challenges we’re seeing in the automotive industry and what that means for marketers.
The special guests we’ll be hearing from include:
- Alex Howland – Digital Marketing Director, Motorpoint
- Ian Godbold – Marketing & Digital Transformation Consultant, IGC Digital
- Sarah Wakefield – Senior Analyst, Infinity
- Matt McGillicuddy – Head of Growth Marketing, Infinity
We start with a snapshot of what the Infinity Hub call data is telling us and what this means for marketers. Alex and Ian then go on to share insights into the changes we’re seeing in the car-buying journey. From new and emerging channels, the rise of EVs, and gaining a deep understanding of customer needs – we cover it all.
So, if you’re looking to ace your automotive marketing in 2024 and beyond, grab your earphones and tune in!
Welcome to the latest season of our Insights & Impact podcast! We’re kicking off this new season by talking about why marketers should be using Conversation Analytics in 2024 – and beyond! Hosted by our Head of Growth Marketing, Matt McGillicuddy, and Senior Analyst from our Insights & Intelligence team, Sarah Wakefield. Expect to hear all about the types of insights you can extract from customer conversations, and how to use them to make smarter marketing decisions and campaigns that get more prospects in your pipeline!
We bring you everything you need to know about identifying call drivers in this Insights & Impact episode. Chris Browne, our Head of Insights, discusses how our dedicated Insights & Intelligence team use Conversation Analytics to identify call drivers. Chris then goes on to explain how this helps our customers optimise marketing activities to drive more of the money-making magic, i.e., callers that will convert to customers.
What are the benefits of getting granular with call drivers I hear you ask? Well, ask no more - you’ll hear all about it in this Insights & impact episode.
We sat down with Chris Browne, our Head of Insights, for a final deep dive into the world of call drivers. This time, we discuss how combining intel on call drivers with other data points in your business gives you the super granular insight needed to focus on the right areas instead of implementing one-size-fits-all fixes.
In this episode of Insight & Impact, we sat down with Chris Browne - Head of Insights, to explore how Conversation Analytics helps sales leaders get a handle on performance across all their locations. Chris talks about the invaluable data you can unlock from inbound and outbound calls to massively improve efficiencies and performance to drive more meaningful results (i.e., sales).
In this episode, we’re chatting with our Head of Insights, Chris Browne, about reducing Average Handle Times (AHT) in contact centres. Chris talks about how you can easily pinpoint the calls that aren’t being dealt with as efficiently as possible. He also explains how to leverage this data to create efficiencies in processes to reduce AHT.
In this Insight & Impact episode, we’re joined by our Business Intelligence and Speech Analyst, Jenn Gaskell, who tells us all about how to drive conversions with agent coaching.
Every sales leader knows how important effective agent coaching is, but they’re often faced with the challenge of getting their hands on the intel they need to spot specific training needs for their agents. Tune in as Jenn explains how it's done.
In this first episode of our new series, Chris Browne - Head of Insight at Infinity, delves into the details of what call drivers are. Chris talks about how to identify them, why they're important, and how to use this intel to streamline operations and deliver improved experiences all round.
Any business that operates in a sector governed by strict regulations – we’re talking GDPR, CCR, or Consumer Duty – knows how important it is to nail compliance monitoring. If you’re not keeping on top of compliance, it’ll have a big impact on business. Best case scenario, there’ll be damage to reputation to deal with. Worst-case scenario, it could be a hefty fine that disrupts cash flow – or worse.
All in all, compliance and QA teams have a massive task at hand to make sure each and every agent sticks to scripts and keeps compliance front of mind at all times. In this Insight & Impact episode, that’s exactly what we’re talking about; how can team leaders in this space keep on top of what happens on every call?
Aside from having rigorous processes in place, there are tools that will make this job a lot easier. Tune in to find out how you can gain full visibility over every conversation that takes place so you can protect your customers and keep yourself out of hot water!
Our Head of Insights, Chris Browne, lives and breathes Conversation Analytics. In this Insight & Impact episode, Chris is shedding light on how it can be used to ace First Call Resolution (FCR) in contact centres.
Acing First Call Resolution (FCR) is key for any contact centre leader keen to provide the best possible customer experiences. And the better the FCR rate, the more efficient the contact centre will be, which means being in the CFO's good books, which is always a win!
Any sales and service team will be keen to implement effective agent training programmes that create top-performing agents. When a customer picks up the phone, you want to make sure the experience they get matches their expectations. You also want to make sure these calls have the outcomes you’re looking to generate.
In this Insight & Impact episode our Head of Insights, Chris Browne, talks about how Conversation Analytics helps you create effective agent training programmes. Listen in and find out how to get clear insights into individual agent performance.
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
This week we shine a spotlight on Vicky Pont. Vicky is Digital Marketing Manager at the small business, freelancer, and contractor insurance broker, PolicyBee.
In this episode, we speak to Vicky about:
- Informing your marketing from your contact centre
- Why being digitally mature was an enormous advantage in 2020
- Engaging insurance customers desires and concerns with video
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
On this episode we speak to Andrew Addison, CEO and founder of Purple Square. As many organisations invest in MarTech it's crucial that they make the most of their tech stack, which is something Purple Square specialise in all over the world, including plenty of insurance brands.
In this episode, we speak to Andrew about:
- Adapting to the changes that insurance customers expect
- Optimising touchpoints across channels
- Refreshing your approach to marketing technology to make it work harder for you
- How to safely create a more modern contact and communications system
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
This episode of Infinity's Insurance Marketing Podcast features Matt Tomkin. Matt is now the Founder and Director of Tao Digital Marketing, an agency that has been helping insurance brands identify chances for growth during the challenges of 2020.
In this episode, we speak to Matt about:
- The changing role of technology for the insurance audience during Covid
- What evolving audience demographics mean for insurance brands
- Opportunities for niche expansion in search
- The free tool every search marketer needs to take advantage of today
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
This episode features Honor Clement-Hayes, who was featured in The Drum's 50 Under 30 Women in Digital and was the winner of the Young Marketer of the Year at the Insurance Marketing & PR Awards. She is now the Brand Manager at Ticker, a next-generation telematics insurance provider.
In this episode, we speak to Honor about:
- What a brand truly is and what it definitely isn't (despite many thinking it is)
- The risks facing insurers heading into second lockdown, and how to overcome them
- Brand considerations for insurers in an evolved post-Corona landscape
Thanks for listening!
Full disclosure, we refer to this as Episode 10, as we were planning on releasing this later in the series. But when conversation turned to the current lockdown, we felt it timely to release it today!
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
In this episode we speak to Alex Parmer-Yee, who is a Client Partner at Awin Global. Awin is a global affiliate network serving many industries, with Alex specialising in the finance industry in particular.
We discuss Alex's trends he's noticed in insurance in 2020, why they have been seeing an uptick in the industry in recent months, and one key thing to work on through the rest of the year.
Thanks for listening!
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
In this episode we speak to Keith Mowbray, Head of Digital Marketing at Towergate Insurance. Towergate provides a wide portfolio of insurance products, and Keith gives a view on where they are seeing opportunities, as well as how to adapt to the evolving new normal.
Thanks for listening!
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
In this website we speak to Greg Phitidis, Brand Director at Free Partners, to discuss one of the most crucial pillars of any insurance brand, trust. Failure to establish trust will mean the majority of the market simply won't consider you, so we look at three key areas to establish you as a safe option in their minds.
Thanks for listening!
Matt tries to interview two guests in two minutes. He doesn't quite make it, but covers why now is the perfect time for US insurers to adopt call tracking, and how our partnership with Beyond Clicks will help them.
We're joined by Infinity's Head of East Coast, Diana Hasty, as well as Steve Tarbard from Beyond Clicks.
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
In Episode 2 we talk to Steve Tarbard, founder at Beyond Clicks, about preparations marketers can make as a path to lockdown relaxation is laid out. He also speaks to us about consumer trends that insurers need to know about.
Thanks for listening!
Welcome to Infinity's Insurance Marketing Podcast, giving you immediate, actionable advice to help you solve some of the biggest challenges facing your team today.
In Episode 1 we talk to Steve Tarbard, founder at Beyond Clicks about the impact of Covid-19 and what marketing professionals in the Insurance sector can be doing to manage at this difficult time.
Thanks for listening!