Leslie Sapienza

Leslie Sapienza recently joined OSG to lead the Insurance Product and Consulting practice, bringing over 30 years of experience in large-scale technology transformations within the insurance sector. At Prudential Financial, Leslie led the U.S. Business Customer Communication Management team, where she oversaw all inbound and outbound service communications, managing a network of 10+ print/mail vendors. Her leadership drove transformative change, implementing print optimization and digital adoption initiatives that streamlined communication, improved content quality, and enhanced the customer experience with a cohesive “one voice” tone and style. Leslie’s career also includes senior management consulting roles, including at KPMG. Outside of work, she’s an advocate for health and fitness, particularly as a cancer survivor, and enjoys hiking, pickleball, and gardening.

2 min read

Transforming Policyholder Communication: A Guide to Modern Insurance Engagement

The way insurance companies communicate with their policyholders is changing fast. Gone are the days when interactions were limited to policy renewals or claim updates. Today, the focus is on building meaningful relationships by creating...

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4 min read

Transforming Workflow into Journeys: A New Era for Policyholder Communication

In the insurance sector, communication with policyholders has traditionally been transactional. Renewals, invoicing, cancellations, claims—these...

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3 min read

Built to Flex: What Modern Insurers Can Learn from Netflix, Shopify, and Stripe About Policyholder Communication

Today’s most prominent (and prolific) companies achieved success by building intelligently upon aging foundations instead of utilizing a rip and...

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2 min read

Policyholder Communications Management (PCM) in Insurance: A Journey Mapping Approach

In sales and marketing, understanding the buyer’s journey is fundamental. Businesses analyze where prospects stand in their decision-making process,...

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3 min read

Crisis Communications in Catastrophe Insurance: Navigating the Storm

During a crisis, emotions run high. Fear, worry, and anxiety are commonplace for policyholders concerned about their properties and well-being. As a...

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3 min read

Speaking to Customers Means Balancing Print, Digital, and Everything In Between

Speaking to Customers Means Balancing Print, Digital, and Everything In Between We’ve come a long way in how we communicate with customers, but quite...

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3 min read

Your Customers Are Ignoring You—And It’s Your Fault: Why Hyper-Personalized Communication Is the Future of Insurance

You know that digital technology has become entirely universal in society when you see our grandmothers, grandfathers, and other seniors playing...

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