James brings a perspective shaped by 25 years of working with carriers, brokers, MGAs and third-party administrators on both sides of the Atlantic, and he is candid about what he sees holding organisations back. From general counsels who have perfected the art of saying no, to staff quietly using AI tools they have been officially told to avoid, the picture he paints is one of an industry that is more ready for change than it lets on, but one that still needs better leadership, clearer strategy, and far more investment in training to get there.
The conversation covers everything from how to take a first practical step into AI adoption using tools most insurers already have, to why legacy system modernisation is finally becoming achievable and what it really takes to move a pilot into full production. James also draws some pointed lessons from the falls of other companies, and makes the case that the insurers who will struggle are not those who lack good technology, but those whose senior leadership has not yet made a genuine commitment to change. Georgie and James agree that the opportunity ahead is significant, but only for organisations willing to bring their people along for the ride, not just their platforms.
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