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
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
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
Business Architecture
Gone are the days when a Business Architect would be called upon to provide ‘structure’ to an organisational change. If my experience counts, these days, I am increasingly being asked to inject ‘disruption’ in a (so-far) structured business. I have witnessed this most in financial services (having spent my
Digital Transformation
Your customers do not come to you for your products/services. They are there to fulfil their needs. Incidentally, at that moment, your product seems best fit to fulfil their needs. And then when they come across a better product, they leave you. Should that be a surprise to you?