Tom Kavanaugh

Tom Kavanaugh is a partner in the financial services practice at PwC. He oversees the customer impact practice for insurance and has more than 15 years of experience with creating innovation concepts, growth and market-entry strategies.

Most Recent

Reinventing Brands Via Experience Design

Marie Carr

Tom Kavanaugh

Brian Morris

The continuous cycle of launch, learn, adapt and relaunch is where Experience Design excels.

All Articles

Customer-Centricity: An Imperative for Growth

Tom Kavanaugh

Susmitha Kakumani

Retailers and others have been able to provide customers the experiences they want. Why is this so hard for carriers?

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.