RAC Insurance (Australia) is building a culture which drives the organisation to find better and innovative solutions to enhance value for its members. As an organisation, it has moved away from simply looking at member service to looking at the member experience, taking a holistic approach to the member journey. Connecting and listening to members has helped in this process, exploring new ways of working and using human-centred design principles to involve and engage members.

One of RAC’s key principles influencing its culture and capability is member focus. Its Member Centre Program is driving cultural change within the organisation, helping in its transformation to be a truly member-centred organisation. In its transformation journey, whilst “culture is king”, leadership and people are also important, clarity and alignment are essential.

Securian Financial (USA) is enabling transformation through an alignment and coordination of its strategy, culture and operating model. Its first enterprise-wide strategy has helped it focus on better serving customers through new ideas and initiatives. The process to change the culture comes right from the top, as the CEO worked with a diverse range of employees across the business in focus groups and workshops. Experimentation with employees to champion unconventional ideas. More shared solutions are being embedded across the organisation to remove silos and encourage agile at scale.

Securian’s ongoing technology transformation is helping to simplify and modernise the organisation, ultimately accelerating its ability to deliver value to customers. But technology alone is not driving its agile transformation, but in combination with people, processes and structures to deliver experiences aligned to value.

Grupo Asegurador La Segunda (Argentina) is driving innovation within the organisation to improve efficiency, competitiveness, and to lead it towards achieving its strategic goals. Its innovation strategy is based on actively and carefully listening to its customers, so it is always able to think about its clients’ requirements. Internally, La Segunda is working to embed and promote a culture of innovation. It is applying new methodologies; incorporating emerging technologies; and encouraging agility in decision making across the organisation.

Externally, it actively connects with the ecosystem of universities, incubators, accelerators, start-ups and entrepreneurs. In 2018, it hosted the first InsurTech Hackathon in Argentina. The Hackathon was not just about designing new products, but rather about transforming old processes and ways of working.

Session speakers:

• Andrew O’Hara, CEO, RAC Insurance (Australia)
• Liz Carraro, Director, Digital Strategy + Partnerships, Securian Financial (USA)
• Mario Teruya, Commercial Director, Grupo Asegurador La Segunda (Argentina)
• Dave Crowther, CEO, AGILE Performance (UK) moderator