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.

3 min read

Rethinking "Digital First" in Insurance: A Balanced Approach

When we hear "digital first," it’s easy to assume it means going all-in on apps, text, emails, and online portals while ditching traditional methods like printed documents. But for the insurance industry, where trust and clear communication are...

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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...

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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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