William Chan spoke on the Transforming Customer Experience panel last week at the Toronto edition of Gore Mutual’s Fast Forward event. Joining William was Joanna Mendonca of Staebler Insurance, Ibeth Ramos of Cookhouse Labs, Mukul Ahuja of Deloitte, and moderator Paul Jackson of Gore Mutual Insurance. William spoke about BrokerTeam Insurance’s methodology of testing new technology with staff and customer focus groups before implementation. He explained his philosophy that new technology integration should not be forced on the business but should be a collaborative process with all stakeholders.