Go Full Concentrate: Layna Thompson on Showing Up Human in Insurance

In this episode, I interview Layna Thompson, Founding Head of Customer Success and Growth at PowerBroker.ai, to talk about how insurance can modernize without losing its humanity. With nearly two decades of industry experience, Layna brings a refreshingly grounded perspective on AI and automation, emphasizing that talent has never been the issue, it’s the amount of time insurance professionals spend stuck in administrative work. We discuss how thoughtfully applied technology can clear space for better thinking, stronger advising, and more meaningful human connections.

What I loved most about this conversation is Layna’s unwavering belief that curiosity, trust, and real human connection are still the foundation of our industry, and always should be. We talked about why trust isn’t built through forms and e-signatures alone, but through moments that people remember. Layna shared how thoughtful automation can move busy work into the background so insurance professionals can spend less time typing and more time thinking, interpreting, and showing up when it matters most.