Scott Campbell

Every customer interaction is shaped by the alignment—or misalignment—of the teams, tools, and goals behind it. As AI becomes a core enabler of customer experience, insurance leaders are challenged not just to adopt new technologies, but to ensure their organizations are structured to fully realize their potential. In this keynote, Scott Campbell shares how American National is bringing cross-functional teams together around a unified CX vision and building an AI strategy that elevates both employee performance and customer outcomes. Scott will explore what it takes to break down silos, create shared metrics, and build the internal trust needed for AI-driven initiatives to succeed. From rethinking workflows and communication channels to defining the right governance model and upskilling teams, attendees will gain a clear, actionable understanding of how to create organizational alignment that unlocks meaningful value from AI. This session will equip leaders to:

• Establish a unified CX strategy with shared KPIs across departments
• Identify where AI can meaningfully enhance customer and distributor experiences
• Build governance and communication frameworks that support responsible AI adoption
• Strengthen collaboration between CX, ops, marketing, IT, and data teams
• Ensure employees are confident, capable, and empowered as AI becomes part of everyday service