The role of ESG in bridging the trust gap and bringing the industry closer to the customer

Event Overview

In an industry where customer trust is both vital and fragile, ESG principles offer a powerful framework to rebuild and strengthen relationships. This webinar explores how ESG can go beyond regulatory checkboxes to become a strategic lever for connection, credibility, and customer-centric innovation. Whatever role you are in, this session will provide you with the tools and perspective to turn ESG from a compliance requirement into a customer loyalty driver.

Learning Outcomes

By the end of the webinar, participants will be able to:

• identify key ways in which ESG principles can be leveraged to bridge the trust gap
• understand how integrating ESG factors into operations can strengthen customer relationships and align the industry more closely with evolving societal expectations.
• implement a strategy to embed ESG principles into customer engagement and communication practices, with the goal of building trust and long-term loyalty.

Speaker Bio

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology. He delivers courses across the globe, either face-to-face or online. Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving.

In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry. Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations. Jeff is currently completing a doctoral thesis with a Swiss business school, focusing on human v automated decision-making in insurance claims and its potential impact on customer trust.

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