Paula Martin, Director of Change and Innovation at Irish Life, shares her vision for customer engagement and the role digital-first experiences play in achieving it. With a mission to put customers at the center and help them build better futures, she explains why digital engagement is critical in areas like pensions and life insurance—where proactive, seamless interactions make all the difference.

Paula highlights how Irish Life’s partnership with Ushur is transforming customer interactions by simplifying application processes, automatically identifying missing information, and enabling communication across multiple digital platforms. Looking ahead, she describes an exciting future of collaboration to further enhance customer experiences and deliver the right outcomes, every time.