Erin Brown Email and Phone Number

As an experienced customer experience and operations leader, I specialize in helping P&C insurance organizations (retail agencies, carriers, and insurtechs) enhance and optimize the experience they provide to their customers, users, and employees.My background spans over 15 years in the insurance and professional services industries, including client-facing account management roles, customer service and operations leadership, and consulting. As the Client Services Director of the construction and real estate practice at Assurance (now MMA), I led a team of 40+ account managers and client service representatives. In this role, I was responsible for driving customer experience improvements, streamlining team operations, developing employees, and delivering annual revenue growth of 12-15%.After transitioning from the corporate world, I founded a leadership development platform called Lead Connext, where I empowered emerging and mid-level managers to connect and grow through peer groups, online training, digital resources, and community. This entrepreneurial experience gave me a unique perspective on the evolving challenges facing the insurance industry and its workforce.Now, at Future Focused Consulting, I leverage my diverse background to partner with clients looking to elevate and optimize the experiences they provide. We live in an "experience economy" where the value and differentiation you offer extends well beyond your core product or service - it's defined by the holistic experience you deliver to your customers, users, and employees.This is especially critical in an era of rapid technological advancements, where customer and employee expectations are constantly evolving. By integrating business strategy, customer-centric design, and technology, I help organizations enhance the experiences they offer. Whether you're looking to transform your customer experience, streamline internal processes, or empower your workforce, I'm here to provide the insights and solutions to future-proof your business while keeping people at the heart of your operations.