10 Acquisitions. 10 Legacy Systems. One Year to Transform and Deploy AI

Now I'm going to talk about something more tactical, like a quick takeaways that we can do.

I think one thing I found very interesting was that one page strategy that you mentioned.

I know what you're talking about, but I would love to say what is on that one page strategy that you show to the board or to anyone in your team?

So the one page strategy to the tech team was a little bit different than to the business team, right? So for the tech team, it was really around how do we structure ourselves, right? And a lot of that, when you're talking about bringing 10 different tech teams together, how do we structure ourselves in an end state to support legacy and future, right? So it had a organizational construct of how do we show what's the benefit and who would focus on what, et cetera.

For the business, it was we actually partnered with PwC and we brought in what is sort of a user story, right? A customer takes a picture of a dog.

We look at the picture and use AI to understand How old is the dog? How healthy is the dog based on the posture? What breed is the dog? We pre-populate that and we showed what a journey could look like, totally devoid of technology in the background, right? They upload, the policy gets bound all electronically, no human touch, billing, no human touch, claims processing or medical records processing, all of that, no human touch, right? So that we could show what that journey would look like and what are the benefits to our customers right before so you show the customer journey then you start to peel the onion and say okay what's the business benefit in terms of kpis and metrics right loss ratio etc right and then the next layer down was, okay, how do we organize ourselves and what's the cost, right? So the strategy on the page was really articulating a vision for the future of what is the experience we want our customers to have

that would

allow us to provide the best possible experience to our pet parents and allow them to enjoy their time with You know, some pet parents look at the pets as a core part of the family, right? At least culturally in a lot of countries in the West, right? And then how are we able to support that in the most cost-effective way and be able to have the best return from a business perspective, but then also from a customer experience perspective?

Very

cool.

It's sort of a day in the life, right? Like the day in the life of a pet parent.

Yeah, interesting.

And for the tech teams, what was the configuration of that one page was like?

So a lot of it had about the consolidation of the teams, right? The companies, when they were bought, they were told that they were going to operate individually and separately.

Very much the same journey as I experienced in my last employer, where they bought them, left them alone for years, right? And then coming in and creating a shared service, essentially, is a big leap, right? So the concept of a shared service Concepts of roles that are, I would say, are industry best practices like architecture and a cybersecurity team and a data analytics team.

Concepts like leveraging a GCC.

These are, I would say, are fairly industry shattered.

They're not really earth shattering, but being able to present like, hey, here's how we operate today.

Right.

Here's how you are today with 10 different teams.

Everything's duplicated at different levels of maturity in cybersecurity, data analytics, et cetera, different maturities across them.

And here's how we could look like tomorrow.

And here's how that enables us to be able to provide a better quality of service to our customers and to our business at a lower cost.

And at the same time, provide career opportunities for our employees, right? It was really painting a picture, right? I mean, obviously we shared with them the day in the life of like, here's what we want from a business perspective.

But as a technologist, they want to understand where do they fit in the journey to get to that, right? You use that with the board to sell the business case and get the money, right? But to the tech team, it's like, well, we operate like this today.