Tony, who named his company 5189 Limited after his 400m hurdles personal best, argues that talent, relationships, and culture, not just technology, make or break the industry. While acknowledging AI will automate simple tasks, he insists that a "human in the loop" will remain critical for insight, decision-making, and action. Tony also addresses the perceived talent shortage, suggesting the industry simply fails to sell itself effectively to new generations.
The discussion explores why the people element in change management is often overlooked, with leaders preferring to focus on easier system changes. Tony stresses that successful transformation requires addressing the unpredictable emotional journey of change through bottom-up engagement, building trust, and ensuring staff security. He concludes that relationships are the most critical resource in insurance; companies that leverage their people and target business outcomes will outperform those that focus only on IT implementation.
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