In this episode of the Expert Perspectives podcast, hosted on PropertyCasualty360 and sponsored by Vertafore, we’ll look at highlights from the recent webcast titled “More Than a Buzzword: How to Improve Customer Experience & Loyalty.” This panel discussion was led by Property Casualty 360’s (Executive Editor) Elana Ashanti Jefferson, and featured Doug Mohr of Vertafore, Claudia McClain of McClain Insurance Services, Craig Most from Most Insurance, Karolina Congdon from SPLICE Software, Erron Al-Amin of CSAA Insurance Group and Kevin Rall from Novarica. 

The full on-demand presentation can be found at

About Doug Mohr:

Doug is the Vice President of Industry Relations & Partnerships at Vertafore. He joined Vertafore 9 years ago and leads our team that looks towards industry trends and manages strategic partnerships, including the Orange Partner Program members and industry organizations such as IIABA, InVEST, ID Federation, and ACORD.  He brings 35+ years of software and technology experience having worked at companies that provide solutions to a variety of industries including Insurance, Healthcare, Apparel, Professional Services, High Tech, and Manufacturing.

About Claudia McClain:

Claudia is founder and president of McClain Insurance Services in Everett, Washington. She loves working with a team of experienced insurance professionals who care so deeply about protecting clients’ belongings and savings. McClain Insurance Services has grown dramatically since its beginning in 1977, thanks in so small part to its award-winning customer service and innovation strategies. A mother and grandmother, Claudia also serves on the board of the Everett Public Schools Foundation.   .

About Craig Most:

Craig Most is principal of Florida’s Most Insurance and president of the American Insurance Marketing and Sales Society (AIMS). He has been in the industry for 16 years. Most Insurance specializes in preferred personal and commercial insurance lines.

About Karolina Congdon:

Karolina is the Manager of Partnerships & Alliances at SPLICE Software, and holds a Bachelor’s Degree in Business Administration, with a Minor in International Business from Mount Royal University in Calgary, Canada. Karolina specializes in international growth and relations, as well as business plan development—and leverages these skills in her position at SPLICE. She spearheads the growth and development of SPLICE’s partner program within the insurance industry. This has led her to be recognized as one of IASA’s Young Professionals Under 30 in 2018 and a recipient of a Bronze Stevie Award for Women in Business in 2017.

About Erron Al-Amin:

Erron joined the CSAA Insurance Group in 2013 to lead a team of Customer Experience professionals to incorporate the Voice of the Customer (VOC) into every aspect of company operations. VOC provides a 360 degree view of the customer, including traditional market research, segmentation/targeting, customer analytics, customer feedback/closed loop programs and journey mapping. She established a customer vision and strategy and led a cross-functional program that helped the company gain ground in all five J.D. Power insurance studies and win the Harris Poll Insurance Brand of the Year twice. Erron has more than 20 years of experience in strategic marketing and customer experience, primarily within Financial Service and Subscription consumer services. She holds a B.A. in psychology with honors from Stanford University and earned an MBA and MA in International Studies from U.C. Berkeley.

About Kevin Rall: 

Kevin Rall is a Vice President of Research and Consulting at Novarica. With more than 25 years of insurance technology experience, he is an expert in IT strategy and assessments, digital transformations, cloud strategy, core systems modernization, cybersecurity governance, agency portals and connectivity, customer experience, CRM, and marketing automation. Kevin’s insurance industry experience includes executive roles in IT, underwriting, sales, and marketing. Prior to joining Novarica, he held senior leadership roles at Deloitte Digital; Accenture; and Ohio Mutual Insurance Group, where he served as the Vice President of Underwriting and Sales. Kevin is a graduate of NC State College. He can be reached at [email protected] Linkedin: