Jared Anderson

Jared Anderson is the Chief Client Experience Officer at Brightway Insurance. He leads teams that focus on the experience, engagement, and loyalty of both agents and clients.

Anderson prefers listening methods that uncover issues customers may not mention. At Best Buy, his team used natural language processing to analyze about 1.5 billion customer conversations. This method revealed problems that traditional surveys missed. The key lesson was that structured research only finds what companies expect to see.

Anderson sees customer feedback as something that should shape decisions, not just record what customers are saying. His focus has been on identifying the most significant pain points, understanding their causes, and helping teams prioritize fixes.

This mindset connects CX with operations. Anderson's work has included research, service technology, knowledge management, and frontline processes. He ensures customer insights influence the systems and choices that follow problem identification.

For Anderson, technology plays a role when it helps teams better understand and respond to customer needs. He used NLP for customer analysis long before the rise of generative AI. At Brightway, this approach now includes an AI recommendation engine and conversational AI to support agencies and licensed advisers.

Anderson treats customer experience as a way to uncover what an organization is missing, connect those signals to the parts of the business that can act on them, and use technology to make that process faster and more precise. Across different companies and operating models, his focus has stayed remarkably consistent: listen beyond the obvious, find the real source of friction, and turn customer insight into better decisions.