COVID-19 has caused massive disruption to businesses worldwide and the Insurance industry is no exception. Liberty Mutual Insurance has played a critical role in ensuring business continuity, providing seamless customer service and fair claims resolution throughout the pandemic. In this podcast, Paul and Cesar share Impacts, lessons learned, and strategies deployed during the COVID-19 pandemic. Paul also shares his Insights on the buyer journey, customer centricity at Liberty Mutual Insurance in the new normal, and managing the Liberty Mutual culture and customer-facing agents in the new normal. Speakers: Paul Richartz - AVP, Claims Service Centre, Liberty Mutual Insurance Cesar Soliman - VP, Banking, Financial Services, and Insurance, Teleperformance Mamta Rodrigues - Division President, Banking, Financial Services, and Insurance, Teleperformance