Reimagining Insurance: Co-Creating the Future with Strategic Design

About this episode

This episode discusses the critical turning points in the insurance industry and how strategic design can address evolving customer expectations and operational challenges.

Two Structural Inflection Points Facing the Insurance Industry The insurance industry is at a critical turning point, shaped by two fundamental shifts : 1. Redefining Customer Value Customer expectations are evolving from protection-centered offerings to life-centric, well-being-focused value propositions . Insurers must now support prevention, health, and everyday peace of mind —not just risk coverage. 2. Rethinking the Productivity Model Amid workforce shortages and increasing operational complexity, traditional operating models are no longer sustainable . A fundamental redesign of processes and capabilities is required. In this episode, Masaki Maeda , Global Insurance Lead at NTT DATA Group Corporation, and Gyouen Ri from the Strategic Design Section explore how these structural challenges can be addressed through a strategic, future-oriented approach . Bridging Vision and Execution Redesigning business strategy, operating models, and customer experiences in an integrated manner. AI-Powered Orchestration Featuring Digital Employee , an AI agent co-developed by NTT DATA and IBM , capable of orchestrating complex workflows across CRM, policy administration, claims systems, and…

People in this episode

Guests: Masaki Maeda, Gyouen Ri

Topics covered

• insurance industry
• customer value
• productivity model
• strategic design
• AI in insurance
• operational efficiency

Keywords

• insurance
• customer expectations
• operating models
• AI orchestration
• wearable data
• personalized insurance
• health and well-being

Mentioned in this episode

Organizations: NTT DATA Group Corporation, IBM

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