"As a general counsel, one of the things that I emphasize to my team is that they can’t know everything, but they need to learn a lot about most things if they can. In particular, they have to be able to spot issues in areas outside their expertise, and that’s the area that I’m struggling with a lot in terms of trying to get folks to be able to identify those issues."
"The whole digital world is just another communication channel for us to add value for our customers. It also attracts more customers and helps our brokers understand what makes us different and better"
"When I got to Zurich, there was great debate about who was the customer—the broker or the end customer? One of my favorite things to do is type something into Google Dictionary for a definition, and if you type in "customer," it says, "someone who pays for goods or services." That's a pretty good definition."