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Customer Experience
Customer experience is one of the most frequently used, but ambiguous terms that we use today as a catch-all for a myriad of processes and issues. The Oxford Language definition of customer service is: "the assistance and advice provided by a company to people who buy or use products or services." The progression of customer interaction from "personal touch" experience and service, delivered "face-to-face" to the current world of mobility, digital connectivity and data driven solutions has forced us to re-calibrate the context, scope and delivery of products and services to buyers and distribution partners. Our Executive Insights’ focus on Customer Experience will highlight the challenges of defining and delivering products and customer service as part of a seamless digital experience and the opportunities presented to the industry.

Ralph Mucerino
RPM Strategy and Management Consulting LLX

Ralph Mucerino began his professional insurance career with The Travelers and joined AIG in 1979. He held several roles in the Domestic Brokerage Group earlier in his career including Senior Vice President of Commerce & Industry and Senior Vice President of American Home and National Union where he was responsible for several business units and operations, including field operations and IT. Ralph’s ensuing career encompassed a wide range of roles in both consumer and commercial insurance, including multiple regional management roles for domestic and overseas businesses, multiple product manager roles in commercial and consumer insurance, multiple leadership roles in distribution, marketing and client management and leadership positions in reengineering of AIG’s overseas businesses.

During his distinguished forty-one-year career with American International group, Ralph led multiple diverse businesses which highlighted his leadership, vision, creativity, adaptability, and emotional intelligence. In 1996, he assumed the CEO role for the Africa-Middle East Region. He then relocated to Japan, where he served as President of the Far East Region, AIG’s largest general insurance operation outside of the United States. In 2002, upon his return from Japan, Ralph was appointed CEO of AIG Global Energy and, in 2006, for the combined AIG Global Marine and Energy Division. In November 2008, he was appointed Chief Operating Officer of AIU for the company’s international businesses. In 2011, Ralph was appointed Head of Distribution for General Insurance, globally. This was followed by appointments as President of the Consumer Lines business for the Americas and President of AIG Partnerships and sponsorships for Accident and Health business from 2014 until his retirement in October of 2020.

Mr. Mucerino retired in October of 2020 as Senior Vice President of AIG.

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