Susanna Gotsch

Susanna Gotsch is director, industry analyst at CCC Intelligent Solutions. She has been with CCC since July 1992. Gotsch brings 20-plus years of experience within the automotive claims industry.

Most Recent

Top 5 P&C Insurance Trends in 2022

Susanna Gotsch

The trends stem from a changed work landscape, expanded use of ADAS, climate change, new customer expectations and complexity.

All Articles

Growing Demand for Digital Self-Service

Susanna Gotsch

Knowing which technologies to use and how to use them will improve customer satisfaction, retention and growth.

Six Things

The Third Wave of AI

By Paul Carroll

After the initial wave of AI efforts and then the generative AI phenomenon that began two years ago, you'll hear a lot in 2025 about AI that can act as our agents.

Insurance Fraud Rises as AI Powers Scams

Insurers must balance sophisticated fraud prevention with seamless customer experiences in an AI-driven landscape. Here's how. 

Dashcams Combat Rising Wave of Insurance Fraud

As dashcam adoption surges, these devices are becoming crucial weapons against rising insurance fraud and staged accidents.

5 Client Retention Strategies for Insurance Agents

The lingering effects of rising premiums, coverage restrictions and evolving client expectations are making retaining business and maintaining strong relationships paramount.