Jeremy Hyams’ Off Script Podcast: Digital Transformation with Amy Richardson
18th December 2025
Welcome to the final episode of “Off Script,” Season 2! In this episode, Jeremy Hyams sits down with Amy Richardson from the digital transformation team, who’s been instrumental in one of the company’s most significant technological leaps.
From Horse Rider to Digital Transformation Expert
Amy’s journey to digital transformation started in an unexpected place. She’d been riding horses since she could walk, with plans to make it her career. A serious leg injury that left her in a cast for nine months changed everything. What started as a “nice little stop gap” whilst recovering turned into years at CCG, where she’s led the monumental Synergy Cloud rollout. This project has transformed the business, and Amy sees this not as the finish line but as the starting point for what’s possible with AI-driven customer sentiment analysis and proactive service.
Her magic wand wish for the industry? Making the claims process smoother and more transparent. Having recently gone through a complicated pet insurance claim herself, she understands the frustration customers can feel sometimes. The process should be linear, create a claim, provide information, get it reviewed, done.
Tune in to hear Amy discuss the Synergy Cloud transformation, using AI to predict customer dissatisfaction before it becomes a complaint, and our production teams random question from the bowl: would you rather fight one elephant-sized mouse or a hundred mouse-sized elephants? 🐘🐭
