Digital Transformation
In my recent articles, I explored how adaptive operating models and capability-driven transformation are critical for insurers to thrive in an era shaped by open finance, embedded ecosystems and rapidly evolving customer expectations. This shift is especially visible in personal lines insurance, where mobile-first experiences are transforming how
Operating Model
The financial services landscape is evolving at an unprecedented pace, and insurance is no exception. Open finance is transforming how data flows across the ecosystem, unlocking opportunities for new products, partnerships and customer experiences. For insurers, this shift brings significant challenges but also an opportunity to reimagine their role in
AI & Automation
The insurance industry is undergoing one of the most significant shifts in its history. Traditional operating models were designed for scale, control and efficiency, but they are now being tested by forces that are reshaping the entire landscape. Customers expect personalised, seamless and mobile-first experiences. Regulators demand greater transparency
AI & Automation
Artificial Intelligence (AI) is shaking things up in every industry—bringing in new ideas, driving innovation, and creating opportunities we’d only dreamed of before. But let’s be honest: just having the latest tech isn’t enough. To really make AI work for your business, you need a solid
Business Architecture
In today’s world, sustainability isn’t just a buzzword—it’s a must. Businesses everywhere are stepping up to make their operations greener, but turning big goals into real results can feel overwhelming. That’s where business architecture comes in. Think of it as a roadmap that connects your
Organisational Debt
In an era of rapid growth and evolving business demands, organisations often accumulate operational, technical, and financial debt. While some degree of debt can be strategic—allowing businesses to innovate and adapt quickly—unchecked debt can erode profitability, stifle agility, and jeopardize long-term sustainability. Business architecture offers a structured
Organisational Debt
With thanks to my colleague, Ron Baillie for his inputs on this article. The ideas expressed in this article are reflective of organisations in general and is not reflective of any past/current business that I have been associated with. Organisation Debt?? Hmm! I will excuse you from thinking that
Future of Work
Everyone recognises the importance of customer experience and how it impacts the success of their business. But how many businesses think about the significance of the employee experience and how that affects their organisation? As a business designer, I have come across “progressive” employers who take pride in talking about
Future of Work
Having been in the lockdown for now close to 3 months, I thought I had perfected working from home. The study has been rearranged to accommodate me 8-10 hours each day every week (compared to 1-2 days/week), external monitor in place, and an assortment of devices all
Future of Work
COVID19 has taken a number of businesses by surprise. Many businesses do not actively encourage remote working and the practice is generally frowned upon. Or grudgingly accepted. Despite technical advances, there’s a pariah about remote working - people don’t work; they shirk work, etc etc. This is more a
Digital Transformation
Sorry for the catchy title. But this post is about that. Have you heard of PewDiePie a.k.a. Felix Arvid? Or Roman Atwood? Or Lily Singh? Or Smosh? Well. Neither had I. Till recently. They are one of the highest earners on YouTube. Forbes recently published the highest grossers
Digital Transformation
What comes to your mind when you think of digital engagement? Your customers, your products, data, analytics? What about channels? You might have the fanciest of the products, and an army of eager customers waiting to experience them, but if you have not thought through your channel strategy, it may