Eps.59 | BFSI: Taking the robot out of the human - Group CIO John Cummings on Aviva's AI marathon race

A helpful resource for: Insurance and financial services leaders, technology executives, and professionals interested in practical AI implementation strategies.

In this episode, Tim Bond speaks with John Cummings, Group CIO of Aviva, and Josh Mackenzie, Founder and Chairman of Development Beyond Learning, about implementing AI across a major enterprise. John shares Aviva's three-phased approach to AI adoption: enhance, transform, and reimagine. He explains how they're removing repetitive tasks from human work by using AI to handle routine activities, allowing customer service staff to focus on meaningful customer interactions.

Join the conversation as they discuss:

• Aviva's AI journey from experimentation to implementation
• How AI tools like claims summarisation are delivering 10% productivity gains
• The projected impact of AI automating or augmenting 65% of insurance work by 2034
• Creating the "Foundry" to help employees reskill for the AI era
• Balancing AI innovation with human customer service
• The generational dynamics of AI adoption in the workplace

Timestamps:

00:45 Introduction to John and Josh

02:26 John's career journey at Aviva

04:20 Josh's experience with Development Beyond Learning

05:43 How ChatGPT impacted Aviva's approach to AI

09:25 First AI implementation: claims summarisation

11:58 Three phases of AI adoption: enhance, transform, reimagine

14:38 Josh on how AI is changing L&D business models

17:24 AI literacy becoming a priority for organisations

19:33 The Foundry: Aviva's internal skills development programme

24:22 Cultural change and addressing employee concerns

28:47 Generational dynamics and AI in the workplace

32:35 Creating open dialogue between generations

33:37 Aviva's policies on AI tool experimentation

38:36 Future job prospects in an AI-augmented world

44:41 Final advice for leaders navigating AI transformation

Want to learn more?

Visit Aviva's website: http://www.aviva.com/

Visit Development Beyond Learning's website: http://www.developmentbeyondlearning.com/

Connect with John Cummings on LinkedIn: https://www.linkedin.com/in/john-cummings-01186210/

Connect with Josh Mackenzie on LinkedIn: https://www.linkedin.com/in/josh-mackenzie-92795710/

Connect with Tim Bond: https://www.linkedin.com/in/tngbond/

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