Track: Critical Illness/Life

Ready to challenge traditional customer experience design? In this session, we’ll explore how behavioral economics and the psychology of uncertainty shape consumer perceptions of risk and decision making. From cognitive biases to emotional drivers, we’ll reveal the hidden forces behind customer behavior—and how these insights can reshape the insurance journey. By deepening our understanding of how people interpret risk, we can build more accurate, fair, and innovative assessments while better supporting the choices consumers make when considering our products.