Bringing out the best in workplace teams is a passion for organizational consultant Emma Corcoran. On this episode of On Point she outlines her journey at Selective Insurance to provide a shared customer experience program for appointed agencies as well as policyholders.
Emma discovered the joy of helping teams evaluate customer research and outline actionable steps to improve the experience. She helped producers and CSRs work more closely together. Today, Emma’s programs cover DiSC, a behavioral assessment on communication preferences and styles, which is useful for firms working through a merger; Kolbe, which measures how you accomplish things when you’re free to be yourself; and design thinking, a non-linear, iterative process for teams to solve difficult problems.
Emma also has a passion for bringing other insurance women together. Overall, 60% of industry professionals are women, yet the ratio flips to 40/60 for women in leadership positions. Her first meeting in 2017 brought 20 agency women together. “The vulnerability was really, really cool in the room,” she says. “They felt they could all share. It was all about lifting one another up.” Emma expanded the reach as Covid required virtual programming. The group grew to 800 women.
