Andrea Eichhorn is a Global Industry Executive within the IBM Cognitive Solutions team, with a passionate focus on the customer experience. Andrea is responsible for defining cognitive strategies and solutions across focus areas in Insurance, including; consumer, agency/distribution, underwriting and claims. Andrea supports a range of global insurers at the executive level to explore both big T and little t transformation by leveraging cognitive solutions.
Andrea has over 30 years of business and consulting experience across a range of industries, developing and delivering fact based, value focused, customer experience driven operational strategies and implementations. For the past 15+ years Andrea has focused on the Financial Services Industry, quickly being recognized for her leadership on driving improvements to the customer/agent/broker experience to deliver overall differentiation.
Prior to joining the Watson team, she had been helping clients understand and implement information and big data solutions across a range of business-driven scenarios across the financial services industry. She recently led a first of a kind IBM solution supporting Claims Fraud detection and is responsible for evolving IBM’s point of view around Producer / Customer Effectiveness.
Prior to joining the IBM Software Group, she was an Associate Partner within the IBM Global Consulting Services team, helping clients define operational strategies to improve call centers, marketing, sales and other customer facing processes/organizations.
Andrea has written and contributed to various whitepapers, and is a frequent speaker at industry conferences. Within insurance, her experience spans life, annuity, retirement, health care, personal, commercial, specialty, group and workers compensation lines of business. Her experience extends across digital, customer experience (including CRM, MDM and Omni Channel), as well functional/operational transformations.
Prior to IBM she was a Director in the Cross Industry Operational Strategy Practice at PwC Consulting working across a wide range of industries. Andrea began her career at Pepsico where she held a range of roles, including: strategy development, operational planning, new business startups franchise relations, and CFO of non-traditional businesses.