This is a great radio interview with Marc Bakermans and John Agterdenbos  from Vivat Insurance.

They describe how they have transformed their business, rebuilding around the customer and digitalising around their legacy IT. They are delivering a seamless journey from Marketing, to Sales, to Customer Services, to Operations.

Then they talk about their plans for a future in an AI world.

What do their staff think about it? - the real human reaction to change and automation.

What is the effect on their customers?

Listen here...