CX Excellence for Customers Facing Economic Hardship

How Financial Institutions Can Harness Tools, Technology and Processes
to Identify and Support Customers Facing Financial Challenges


18 & 19 August 2021 | 1PM ET | Hosted in our online boardrooms

The emergence of a global pandemic, along with the social and economic disruption it left in its wake, has ushered in new complexities for financial institutions that want to support customers facing hardship. That means proactively identifying these customers and building an empathetic communication strategy to help them when they need it most.

Having the right tools and technology in place to enable organizations to correctly identify financial vulnerability in a timely manner is only the first hurdle – organizations then need to offer the right services and types of support, and tailor outbound communications to deliver the appropriate level of compassion and empathy, based on the individual’s specific needs. The stakes are high: beyond the regulatory and social imperative, organizations risk reputation, customer engagement and retention and even financial losses from bad debt.

This roundtable will bring together senior figures working across customer service, experience, technology, operations, and support, as well as business process optimization, contact center operations, lending, debt and collections, to discuss how financial institutions can prepare.

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The discussion

How do you build a communication strategy that integrates empathy for customers facing hardship?

How can banks correctly identify the financially vulnerable through tools and technology?

High stakes – what are the risks that come with serving customers facing economic hardship?


Adam Westley

Director, Strategic Partners Financial ServicesSmart Communications

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Adam Westley, Smart Comms | Insurance Innovators
Adam Westley

Director, Strategic Partners Financial Services

Smart Communications

Andy Katzen

Industry PrincipalPegasystems

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Andy Katzen
Andy Katzen

Industry Principal


Andy Katzen is an Insurance Industry Principal at Pegasystems.  His role is to help the world’s leading Insurance carriers utilize Pega’s platform to boost efficiency and solve problems fast. He came to Pega with nearly thirty years of IT and Insurance experience. Most recently he served as the Market Lead for Life, Annuity and Group Benefit products at a leading global Consulting organization. In this role he led the Go-to-market team who owned the software solutions and implementation services for the Insurance Practice. Prior roles have included Development and Implementation Management positions with Oracle’s Financial Services Business Unit, as an application developer with AIG Insurance, and as an AVP of Technology with Barclays Bank. Andy is a Penn State graduate and resides in the Philadelphia area.

Patrick Nails

Executive Vice President and Chief Claims OfficerArch Insurance

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Patrick Nails
Patrick Nails

Executive Vice President and Chief Claims Officer

Arch Insurance

Pat Nails is the Chief Claims Officer for the Arch Insurance Group Inc. Pat joined Arch in April 2004 and held a number of positions in legal, claims and reinsurance before being named General Counsel in 2012. Pat subsequently moved over to the Claims Department in April 2018 assuming the role of Chief Claims Officer for Arch. Prior to joining Arch Pat spent ten years at the Kemper Insurance Companies and five years in private practice in his hometown of Chicago, Illinois. He received his B.S. in Finance from the University of Illinois and his J.D. from the Chicago-Kent College of Law.


August 18 or 19 at 1PM ET
90 minutes
  • Introduction to the roundtable

Adam Westley, Director, Strategic Partners Financial Services, Smart Communications

Andy Katzen, Industry Principal, Pegasystems



  • Utilising technology to identify and support customers facing economic hardship

Patrick Nails, Executive Vice President & Chief Claims Officer, Arch Insurance


  • Roundtable discussion
  • How have rates and instances of economic hardship changed and how are they likely to continue to shift?
  • From AI to ML: how can banks and insurers identify those customers facing difficult financial circumstances more quickly and offer a more personalized and compassionate response?
  • Leading with empathy: what practical tools and processes can be put into place to empower staff to better respond to customer conversations?
  • How can the use of analytics be optimized to not only identify those facing economic hardship but to ensure further touchpoints are both timely and relevant?
  • Tailoring communication channels to customers’ needs: how can this be achieved and rolled out at scale?
  • Offering the customer’s channels of choice: how can technology be utilized to ensure a great onboarding experience and throughout their customer journey?
  • Creating adaptive and pre-emptive self-service channels: steps to success
  • The role of technology in delivering this messaging consistently throughout all customer experience channels.


  • Closing remarks

Request an invitation

This roundtable is designed for senior figures working across customer service, experience, technology, operations, and support, as well as business process optimization, contact center operations, lending, debt and collections.

Fill in this short form if you meet the above criteria and would like to participate in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by


Pegasystems webinar | Insurance Innovators


Smart Communications™ is the only provider of a customer conversations management platform. More than 500 global brands rely on Smart Communications to deliver smarter conversations across the entire lifecycle—empowering them to succeed in today’s digital-focused, customer-driven world while also simplifying processes and operating more efficiently. This is what it means to scale the conversation. Smart Communications is headquartered in the UK and serves its customers from offices located across North America, Europe, and Asia Pacific. The Smart Communications platform includes the enterprise-scale customer communications management power of SmartCOMM™, forms transformation capabilities made possible by SmartIQ™ and the trade documentation expertise of SmartDX™.

To learn more, visit

Pegasystems, the leader in software for customer engagement and operational excellence, develops strategic applications for the insurance industry, including customer service, marketing automation, distribution management, claims and underwriting, helping insurers to win more business, exceed client expectations and work smarter

To learn more visit