Episode 241: Your Client Experience Drives Your Profit – With Thomas Mann of Aureus Analytics

Welcoming my esteemed guest Thomas Mann, listen as we explore the use of technology to streamline agency workflows. Diving into the potential impact of AI and machine learning on the insurance industry, shedding light on the concept of predictability and value in agencies. We gain insights into Aureus Analytics the tech platform, and its role in enhancing agency workflows. The discussion also focuses on the centimeter score, a key metric measuring client experience opinion, and its significance in analyzing customer journeys to improve agency performance.

Join us as we uncover the integration of DONNA, the revolutionary platform, with agency management systems, and its ability to provide proactive service models through predictive analysis.


  • Aureus focuses on data analytics in insurance with DONNA as a platform launched in April 2020.
  • Benchmarking customer experience helps analyze and improve workflows.
  • AI is trendy but not taking over jobs. Adapting tech is important to avoid being left behind.
  • DONNA UI: Customizable role-based interface for agencies. GPS analogy for user guidance.
  • Agent methodology integration for CRM and AMS platforms, with a focus on AgencyZoom and other CRMs, supporting sales teams and retention pipeline.
  • Importance of choices in business, envisioning using an Android app in a meeting and checking a customer’s SentiMeter score.
  • Passionate mission to help agents with tech platform, creating wins and preventing losses.

About Thomas Mann, AAI: A Customer-Driven Leader in the Insurance and Business Development Arena

Thomas Mann, holding the prestigious AAI (Accredited Adviser in Insurance) designation, stands as a testament to excellence in the insurance industry. Currently leading as the Director of Customer Success at Aureus Analytics since March 2022, Thomas has carved a niche for himself as a customer-centric leader passionate about driving growth and innovation in the insurance space.

A graduate of the University of North Carolina at Chapel Hill, Thomas majored in Management and Society with a focus on economics and sociology, equipping him with a unique blend of skills to understand and navigate the complex interplay of management actions within a societal context. His academic journey also included a stint at East Carolina University studying Political Science, further broadening his understanding of societal structures and governance.

Before his current role at Aureus Analytics, Thomas honed his skills in customer success management at AgencyZoom, where he led a team of Success Specialists from 2020 to 2022. This role saw him overseeing client onboarding and helping them transition from prospects to power users, a testament to his commitment to client satisfaction and product engagement.

Thomas’s journey in the insurance industry began at North Carolina Farm Bureau, where he served as an Agent from 2014 to 2018. His role involved designing and implementing comprehensive insurance programs, emphasizing customer service and policy service, a foundation that has clearly shaped his customer-first approach in his subsequent roles. His experience at Insurance of the Carolinas as an Insurance Advisor further solidified his expertise in the field.

In a project management role at USAWeb Asset Group from 2013 to 2014, Thomas demonstrated his versatility and leadership skills, managing contractors, negotiating contracts, and ensuring project objectives were met with productivity and quality.

His active involvement in various activities and societies during his university years, such as Delta Upsilon Fraternity, Order of the Bell Tower, UNC Waterski Club, and Offshore Carolina SCUBA Club, reflects his dynamic personality and ability to engage in diverse interests.

Thomas’s skills in sales and customer service are well recognized, as evident from multiple endorsements he has received in these areas. His accomplishments include winning the NC Farm Bureau Sportsman Holiday Contest in October 2015, showcasing his exceptional performance in the sales force.

As a speaker and participant in various industry events, including InsurEXPO23 and the Big I New York – Go Big event, Thomas continues to make significant contributions to the insurance sector. His commitment to the field is also exemplified by his volunteering efforts with organizations like SEEDS NC, highlighting his dedication to community service and environmental causes.

Thomas Mann is not just an accomplished professional in the insurance and business development sectors; he is a visionary leader and an advocate for customer success, always eager to explore new opportunities and drive innovation in the ever-evolving world of insurance technology.

Until next time, get out there and make a difference, be unstoppable, and leave no regrets!

Mike Stromsoe
The Unstoppable Profit Producer
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