{"id":28884,"date":"2022-03-21T16:50:59","date_gmt":"2022-03-21T20:50:59","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/cx-chat-with-zancesca-spagnoletti-philadelphia-insurance\/"},"modified":"2026-08-31T12:58:33","modified_gmt":"2026-08-31T16:58:33","slug":"cx-chat-with-zancesca-spagnoletti-philadelphia-insurance","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/videos\/cx-chat-with-zancesca-spagnoletti-philadelphia-insurance\/","title":{"rendered":"CX chat with Zancesca Spagnoletti: Philadelphia Insurance"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<div class=\"wp-block-cover is-light\" style=\"border-radius:10px\"><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\" style=\"background-color:#96a0a0\"><\/span><img decoding=\"async\" src=\"https:\/\/www.forsta.com\/wp-content\/uploads\/sites\/17\/2026\/02\/GettyImages-1169112300_CX-expert_Zancesca_2580x1168-scaled-1.jpg\" class=\"wp-block-cover__image-background wp-post-image\" alt=\"\" data-object-fit=\"cover\" data-object-position=\"17% 31%\" style=\"object-position:17% 31%;\" \/><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-pg-svg-image-2 aligncenter trigger-modal-videopopup has-white-color has-text-color has-link-color wp-elements-1\" align=\"center\"><a href=\"https:\/\/fast.wistia.com\/embed\/iframe\/mrdi09w4h9?lb-mode=overlay\" target=\"_blank\" rel=\"noopener\"><svg width=\"96px\" height=\"96.00px\" viewbox=\"0 0 24 24\"><use xlink:href=\"#svg-play-filled\"><\/use><\/svg><\/a><\/div>\n<\/div><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component is-layout-flow wp-container-pg-theme-component-is-layout-8da69931 wp-block-pg-theme-component-is-layout-flow\">\n<p class=\"wp-block-paragraph\">In this short video interview, Zancesca Spagnoletti, AVP Customer Experience at Philadelphia Insurance Companies provides tips on getting starting with a Voice of the Customer program, talks about highlights of the Customer Experience activities at Philadelphia Insurance Companies, and describes her experience of working with Forsta.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Zancesca highlights the importance of getting not only executive buy-in for a CX program, but also how to ensure that stakeholders around the company become natural advocates of the purpose of the program. At PHLY, the Voice of the Customer has become part of the DNA of the business, and in this interview you&#8217;ll learn how they&#8217;ve achieved this to drive employee engagement and customer success.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a href=\"https:\/\/library.forsta.com\/forsta-videos\/cx-expert-series-andy-dingwall-kingfisher?lb-mode=overlay&#038;page=1&#038;business_units=CX\" class=\"wp-block-button__link wp-element-button\" target=\"_blank\" rel=\"noopener\">Watch video<\/a><\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":53,"featured_media":28885,"parent":0,"template":"","meta":{"disable_featured_image":true,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/library.forsta.com\/forsta-videos\/cx-expert-series-andy-dingwall-kingfisher?lb-mode=overlay&page=1&business_units=CX","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[216],"resource-topic":[219],"class_list":["post-28884","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-videos","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28884","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"version-history":[{"count":1,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28884\/revisions"}],"predecessor-version":[{"id":43864,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/28884\/revisions\/43864"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/28885"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=28884"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=28884"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=28884"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}