TECHNOLOGY “ It ’ s about transparency . We disclose it on our website so that customers can see how we are performing and , more importantly , they can see how we are responding to their feedback and complaints ”
— Hervé Le Hen , Executive Officer and Chief Operating Officer
31 their feedback and complaints ,” he says . “ have a duty in insurance and we have a core value as a company , which is customer-first at the very beginning of all of our decision-making actions .”
With the transformative nature of technology and more and more companies playing catch up , it can be easy to fall victim to just investing in technology for the sake of investing in technology . After all , nobody wants to be left behind . The industry is awash with current technology buzzwords like Artificial Intelligence ( AI ), Big Data and cloud services , but what can a company like AXA do to ensure its technology investments have a clear business case behind them ?
“ The idea is to be able to focus on value and move quickly , but to be able to stop quickly too ,” says Le Hen . “ It ’ s part of the agile operating model we have designed and put in place . I challenge my team to come to me with ideas , to pilot these ideas and understand that if they don ’ t work then we need to be able to stop and not disrupt the business and our service to the
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