Summary:
In this episode of Insurance Unplugged, Lisa Wardlaw interviews Dev Ganguly, Chief Operating Officer at Jackson, about the complexity of retirement products, the impact of AI on the insurance industry, and the importance of customer and advisor experience.
Dev emphasizes the need to focus on outside-in experience design, prioritize technology modernization, and enhance digital dexterity for all associates. He also advocates for a unified effort to drive change in the insurance industry.
Takeaways:
Focus on outside-in experience design for customers and advisors
Prioritize technology modernization and cybersecurity
Enhance digital dexterity for all associates
Unify efforts to drive change in the insurance industry
Chapters:
00:00 Introduction to Dev Ganguly and His Role at Jackson
02:21 Complexity of Retirement Products and Customer Experience
06:55 The Impact of AI on Customer Experience and Industry Transformation
Sound Bites:
"AI will impact the industry in the areas of automation, experience, and growth."
"Ownership of technology investments should move into different business areas."
"Be laser focused on the outside-in advisor and customer experience."
Keywords:
insurance, retirement products, AI, customer experience, advisor experience, technology modernization, digital dexterity, industry transformation
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