Susmitha Kakumani

Susmitha Kakumani is partner at PwC, customer transformation.

Most Recent

Abstract circles representing the digital world and the metaverse across a blue background

New Frontier in UX, Risk Coverage

Insurers that move swiftly and wisely to use the metaverse can enhance customer engagement and create new revenue streams.

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.