Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?
Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change.
From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.
If you think empathy and efficiency can’t coexist in high-stakes CX, think again.
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