On this episode of Conversations on the Creek, Rob Savitsky and Mathew Stordy chat with Bryan Falchuk about the future of insurance personalization. As the President and CEO of the Property and Liability Resource Bureau (PLRB), and also an insurance & insurtech advisor and thought leader at insurance Evolution Partners, Bryan had lot to say on this topic! We kick off the show by getting Bryan’s take on what “personalized customer experiences” means to him. From there, we ask Bryan for his perspective on the industry’s adoption of text messaging (SMS) and the varying levels of sophistication in its use within the claims process for improving customer experience. As the episode progresses, the conversation goes in several different directions: we chat about the pros and cons of using third-party data for personalization, use cases for leveraging AI/ML to provide more tailored and relevant experiences, and the state of usage-based insurance (UBI) and telematics for personalizing auto insurance. To learn more about Bryan and his company, Property and Liability Resource Bureau (PLRB) visit their respective websites: http://future-of-insurance.com/, and https://www.plrb.org/. To learn more about how Duck Creek can help insurers provide more personalized experiences, visit https://www.duckcreek.com/personalize-experiences-across-the-policy-lifecycle/. Check out all our other episodes and follow Conversations on the Creek on Apple Podcasts, Spotify, and www.duckcreek.com/podcasts.