LA Fires Exposed a Harsh Customer Service Truth

Wildfires, floods, total loss — what happens when disaster strikes and people need help navigating the chaos?

Gavin Blair, COO of Bright Harbor and former CX leader at Lemonade, joins Lauren Wood to break down why disaster recovery is failing the empathy test — and what needs to change. 

From the California wildfires to the broken insurance system, Gavin reveals how frontline teams can rebuild trust in the moments that matter most. This conversation covers why insurance is so difficult to navigate, how Bright Harbor is reshaping disaster recovery with AI and human connection, and the simple CX strategies that can turn devastation into a structured path forward.

If you think empathy and efficiency can’t coexist in high-stakes CX, think again.
 

Key Moments: 

• 00:00: Who is Gavin Blair, COO of Bright Harbor?
• 02:17 Bright Harbor's Mission and Inception
• 04:08 Challenges in Insurance CX
• 06:18 Empathetic CX Through Disaster Recovery
• 11:08: Citizens’ Optimism & Resilience After LA Fires
• 14:51: Training Empathetic and Responsive Teams
• 23:05 Role of AI in Enhancing Empathy
• 33:51 Why Responsiveness is the Most Important Part of CX
• 41:43 Gavin’s Advice for CX Leaders Everywhere

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