Two Structural Inflection Points Facing the Insurance Industry

The insurance industry is at a critical turning point, shaped by two fundamental shifts:

1. Redefining Customer Value

Customer expectations are evolving from protection-centered offerings to life-centric, well-being-focused value propositions.
Insurers must now support prevention, health, and everyday peace of mind—not just risk coverage.

2. Rethinking the Productivity Model

Amid workforce shortages and increasing operational complexity, traditional operating models are no longer sustainable.

A fundamental redesign of processes and capabilities is required.

In this episode, Masaki Maeda, Global Insurance Lead at NTT DATA Group Corporation, and Gyouen Ri from the Strategic Design Section explore how these structural challenges can be addressed through a strategic, future-oriented approach.

Bridging Vision and Execution
Redesigning business strategy, operating models, and customer experiences in an integrated manner.

AI-Powered Orchestration
Featuring Digital Employee, an AI agent co-developed by NTT DATA and IBM, capable of orchestrating complex workflows across CRM, policy administration, claims systems, and generative AI tools through natural language commands.

The Emerging Model of Insurance

• Prevention-oriented, personalized insurance powered by wearable data
• AI-supported sales interactions that enhance service quality
• Operational efficiency combined with elevated customer value

By integrating foresight, co-creation, and AI-driven orchestration, insurance is evolving from a protection-based model to a proactive life partner.

Discover how the next generation of insurance is being shaped—at the intersection of strategy, design, and AI.