the human side of digitisation

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100 primary insurance clients engaged with me on this topic in an interactive presentation. I received invitations worldwide to repeat the storyline and turn the content into a workshop format, to support line managers in encouraging their employees to adapt and evolve to rapidly changing realities.

The content covered:

  • the shift from earlier fears of win/lose disruption, to partnering across the ecosystem 
  • that winners will embrace an 'and' mentality, rather than either/or - a refreshing change from the winner takes all approach of the 90's 
  • that Insurtech has some fabulous sentiments and practices that legacy players should take seriously and learn from
  • how digitisation is more about humans than technology, with deep customer insight and customer centric design being the main point. Someone has to be buying what you are building
  • shifts from insurance to assurance, from 'just' paying out after an unfortunate event to prevention, to automated claims and AI assisted customer service, plus the impact this will have on product/service design and employee skillsets in demand
  • how unattractive the insurance industry is to the new generation and how the <10% of graduates interested in working for the industry are motivated by security and routine, just when insurance needs more fresh thinkers, creativity, collaboration and open minds (Deloitte Human Capital Trends in the Insurance Industry 2017 and Universum Talent Survey 2015)
  • that the insurance industry has some low hanging fruits - a strong underlying purpose, which is what today's employees are seeking, yet the industry continues to project a dry image based on managing risk, rather than helping people in their time of need
  • the future will magnify the importance of humanity and insurance (indeed financial services) is lagging behind in many pockets
  • a distinct three culture model, to support organisations in bringing in new talent, whilst maintaining elements of their traditional core competence that are still crucial 
  • learning agility as a critical and easy to apply measure of future potential in a VUCA world that should be woven into hiring, promotion and development practices

there are hard and soft sides to digital

Most companies have conquered the hard side of digital (acquiring data scientists, introducing agile methodologies, toying with AI etc.), however many companies are still unsure of how to tackle the 'soft' (in fact it's the harder) side of going digital - the human factor and this is where I can help...