the now, new, and next normal: digitization in a post ... · the now, new, and next normal:...
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The Now, New, and Next Normal: Digitization in a Post COVID-19 World
Kartik Sakthivel July 29 2020
Thrive, Don’t Just Survive
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Introductions – Kartik
Kartik Sakthivel, M.S.-IT-CIS, M.B.A.
Chief Information Officer
LIMRA and LOMA
• 20+ years in Information Technology
• Diverse technology experience
• Broad range of industries
• ~10 years at Liberty Mutual Insurance
• Dover, NH resident for 25+ years
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Welcome and Good Morning Asia
早上好
magandang umagaสวสัดตีอนเชา้คะ่
صباح الخير
සුභ උදෑසනක්
អរុណសួសត ី
좋은아침
မင်္ဂလာနနံက်ခင််းပါ
goeie more
Habari za asubuhi kia ora ສະບາຍດີຕອນເຊ ົ້ າ
добро утро
Buenos días
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Today
1.
3.
What’s Happened – The Now Normal
The World’s Our Oyster – The Next Normal
4.
2. At the Core – The New Normal
Q & A
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The Eras
March 2020 – Q1 2021
March 2020 – Q4 2023
Q1 2024 -
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The Now Normal
Becoming Digitally
Aware
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The Past is Where Our Story Begins…
2015 2020
7.2 B 7.75 B
3.01 B 4.54 B
3.6 B 5.2 B
Source: Hootsuite
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Virtually There and There Virtually…
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Our Industry & Trends – What We Were Talking About in January
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Who did this to us?!
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Let’s Orient Ourselves
DIGITAL
STRATEGY
DIGITAL
TRANSFORMATION
DIGITAL
MARKETING
STRATEGY
Radically improve performance or reach of enterprises via
technology
Innovation | Agile | Automation | Cloud | AI & Bots | Design Thinking
Leverage digital technologies to meet organizations &
divisional strategic objectives
Customer-Focused | LL Global Goals | 2-3 Year View
Marketing Strategy used to attract, engage, retain &
convert customers online
Social Media | SEO | Analytics | Content Marketing | Leads | Ads
Inspired By: Pramod Rao, WordPress
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Industry Change – Speed is relative
Property and Casualty Life and Annuities
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Unprecedented. Breakneck. Accelerating
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Balancing Strategic with Operational
TIME,
MONEY,
RESOURCE
CONTINUALLY
ACCELERATING PACE
OF CHANGE
CHANGING
SKILL SETS
WITHIN INSURANCE
BURDENSOME
AND BRITTLE
LEGACY SYSTEMS
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And Then This…
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Read the Room, COVID-19
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The Technology Adoption Paradox
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Technology Evolution Has Been Constant
1960s: IBM Storage
Drive
…a whopping 5 MB
…~60 years
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20ish Years Ago…
Most owned technology products, 22 years ago
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2 decades later…
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20 and < 20 Years Old
Phone with Camera –
Sharp J-SH04
M-Systems USB Flash Drive
Bluetooth
Blu-ray 2002
Facebook 2004 YouTube 2005
iPhone 2007
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Asia in just 5 years (2013 – 2018)
2013: 13 US Companies | 7 Asian Companies
2018: 12 US Companies | 8 Chinese Companies
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Here’s Something Neat…
The Internet (circa 1973)‘Arpanet’
The Internet (circa 2020)
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What’s Happened – What Have We Learned
Virtualization in Record Time
Vitality of Cloud
Communication is Key
Email Traffic
Agile, Agile, Agile
Remote Working / Workers
Home Office / Burnout Prevention
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What’s Happened – the NOW normal
Adoption of Existing Platforms
Heightened Cybersecurity Concerns
Clean Rooms and Offshore
Commercial Real Estate
Unprecedented Virtualization
Equipment and Supply Chain
Agent and Advisor Engagement
Call Center Impacts
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A New Normal
Thinking Digitally
Native
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Transformation means to Change, and Change means…
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Some screamed…
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Some buried their heads in the sand…
TOO LATE
TO ADOPT
TACTILE INTERACTION
TOO FOCUSED
ON THE WRONG
CONSUMER
TOO FOCUSED
ON EMAIL & BROWSER
- NOT ENOUGH ON APPS
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Some went on cruise control…
Forbes,
November 2007
Nokia was
DOMINANT
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And others used crisis to transform…
Business Week, Feb 1996
22 years later Apple became a
TRILLION dollar company
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Technology Disruptors – The Common Denominator
ALL DISRUPTION
WAS VIA
TECHNOLOGY
EMBRACED OR
DROVE
DISRUPTION
INTENSELY
CUSTOMER
FOCUSED
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RAPIDLY
PROGRESSING
AGILE
FASTER
& BETTER
INNOVATION
The New Consumer and their expectations
EASY
TO USE
DESIGN THINKING
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Gen Z
Technology use per
day: 10 hrs. 19 mins.
Number of jobs on
average expected over
lifetime: 17
Largest GenZ
populations India,
China & USA: 2 billion
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CX in the new world - every MINUTE on the Internet
18.1M text messages
46M messages via other means
188M emails
2.1M Snapchats
1.4M Tinder swipes
Exponential number of photos in a day
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This is a generation that made this popular…
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The Customer Feedback Loop
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Customer AND Employee demographics by 2030
In 2030…
Most CxOs are Gen X, whose
leadership experience is born of the
Internet age
Most employees are Millennials, who
prize tech-enabled capabilities,
collaborative work, rapid promotion
New employees are Gen Z, who have
had smartphones since elementary
school
GenerationAge Range
2020Age Range
2030
Silent 75 – 92 85 - 102
Boomer 56 - 74 66 - 84
Gen X 40 - 55 50 - 65
Millennial 24 - 39 34 - 49
Gen Z 8 - 23 18 - 33
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Business Expectations of IT 2020-2023
Reduced Operational Risk
Optimized Internal Workflows
Reduced Operating Expenses
Speed to market
(existing products)
Data/Analytics/Artificial Intelligence
Robust Cybersecurity Defenses
I N W A R D
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Business Expectations of IT 2020-2023
Innovation – Leverage InsurTech
Support New Channels
CX | Digital Marketing | Self-Service
Speed to market
(new products)
Data/Analytics/Artificial Intelligence
Distribution – Ease of Doing Business
OUT W A R D
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Everyone’s Talking Artificial Intelligence..
There are significant misconceptions about Artificial
Intelligence
Frequently conflated between AI and Robotics, used
synonymously
A robot can become Artificially Intelligent but AI can exist
independent of a robot
The term is used today to describe everything from Machine
Learning to Bots
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Everyone’s Talking Artificial Intelligence..
Clean, Accurate, Secure, Reliable Data is the BEDROCK
of Machine Learning and/or Artificial Intelligence
Focus on Talent and Skills
Machine Learning = Human Teaching
Humans Solving Human Problems – Humans Solving
Computer Problems / Computers Solving Human Problems
– Computers Solving Computer Problems
Sophia the AI Robot
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Data and Analytics – The New Oil and The New Fuel (Petrol)
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10 Core Beliefs in the New Normal Digital Journey
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The Next Normal
Being Digitally
Native
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Rule #1: Size is Irrelevant
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Rule #2: The Next Normal is a Whole New Kettle of Fish
Quantum Computing
5G
Artificial Intelligence
The Future of Work
Worker of the Future
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Acting Differently – Behaving Like FinTech / InsurTech / RegTech
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Thinking Differently – Using AI Digital Assistants
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Thinking Differently: What if Amazon gets into insurance?
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Thinking Differently: The Next Normal
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The Evolution of Artificial Intelligence
2010s
1990s
2000s
2020s
Access to Data | Storage and
Computing Capacity Increasing |
Internet Takes Hold | IBM Deep
Blue defeats Gary Kasparov
High Speed Internet the norm |
Rise of Big Data, Business
Intelligence and Analytical
Modeling | Honda debuts ASIMO
Cloud Computing | Machine
Learning, Predictive and
Prescriptive Modeling, Data
Science, NLP, Image Recognition,
Artificial Intelligence, Bots |
Autonomous Driving Vehicles |
Sophia the Robot
Sophisticated AI, bots
indiscernible from humans | AI
enabled Personal Assistants |
Quantum Computing | Household
robots
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Still a ways to go
Microsoft Tay (2016) – AI powered chatbot
Self learning, continually learning
Set to emulate teenager, automated posts
on Twitter
Learned to become extremely racist in less
than 24 hours
Microsoft had to take it offline and publicly
apologize
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AI is Following Kurzweilian Curve
Computing Capability Equating
to Human Brain
2025-2030: Quantum
Computing Goes
Mainstream – AI
implications
Carriers’ Legacy Systems
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Running Parallel to AI – 5G
Limited
Across parts of the world
Ubiquitous
Wireless Residential Broadband
Lowered Latencies
Increased Capacity
BENEFITS
AVAILABILITY
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Quantum Computing - Supercharging AI (closer to 2030)
Follow AI Kurzweilian Curve
Increased Processing Speed
Reality
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In a Nutshell
INVEST IN RESKILLING / UPSKILLING NOW
THINK OF A BLANK CANVAS
PURSUE AI, BUT DO NOT LOSE SIGHT OF DATA
PAY DOWN YOUR TECHNICAL DEBT
DON’T WASTE A GOOD CRISIS – FORM NEW HABITS
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Q&A
Email: [email protected]
Office Phone: +1 (860) 298-3914
Mobile: +1 (860) 967-5888
LinkedIn: https://www.linkedin.com/in/kartiksakthivel/