WEBVTT 00:00:00.166 --> 00:00:02.460 Neveen, thank you so much for joining us. 00:00:02.585 --> 00:00:06.339 What are some key factors for enabling a tech transformation change? 00:00:07.007 --> 00:00:08.383 Oh, well, thank you for the question. 00:00:08.383 --> 00:00:12.012 So, like any transformation, a tech transformation change needs 00:00:12.012 --> 00:00:15.390 to be, first of all, how you have to have a clear vision of 00:00:15.390 --> 00:00:17.308 what you're trying to accomplish. 00:00:17.642 --> 00:00:20.854 And then all the senior leaders in the organization need to be 00:00:20.854 --> 00:00:22.063 aligned to that vision. 00:00:22.605 --> 00:00:26.026 And then, in order to make sure that you're actually making the 00:00:26.026 --> 00:00:29.529 change, you need to create a set of goals or milestones to track 00:00:29.529 --> 00:00:32.741 along the way to ensure that you're making progress towards 00:00:32.741 --> 00:00:33.366 that vision. 00:00:33.867 --> 00:00:37.245 And then, finally, you have to have a mechanism for, basically, 00:00:37.245 --> 00:00:40.081 when things are going awry or interdependencies aren't 00:00:40.081 --> 00:00:43.209 occurring like they should . . . . Because there's so many 00:00:43.209 --> 00:00:44.169 different pieces: 00:00:44.169 --> 00:00:47.797 There's people pieces. There's technology pieces. There's data 00:00:47.797 --> 00:00:50.884 pieces. There's, you know, culture and change pieces. 00:00:51.217 --> 00:00:54.679 So anytime any of those interdependencies aren't working 00:00:54.679 --> 00:00:58.558 right, you need to have a senior set of leaders that you bring 00:00:58.558 --> 00:01:02.145 the challenges to so they can move boulders aside and keep 00:01:02.145 --> 00:01:06.066 things going and keep on track towards the goal and vision. And 00:01:06.066 --> 00:01:08.276 what role does AI play in all this? 00:01:08.276 --> 00:01:09.235 What are the challenges? 00:01:09.235 --> 00:01:10.737 What are the opportunities? 00:01:10.737 --> 00:01:14.699 Yeah. So many opportunities with AI. I mean one of the biggest things 00:01:14.699 --> 00:01:18.411 that AI is letting us do is take data from, like, broad history 00:01:18.411 --> 00:01:21.164 of our company, our transactions, and figure out 00:01:21.164 --> 00:01:24.626 what really matters, where we really have the opportunity to 00:01:24.626 --> 00:01:28.213 move the needle to identify, you know, ways to provide so much 00:01:28.213 --> 00:01:31.966 more information for people to make good business decisions from. 00:01:32.592 --> 00:01:36.596 And, so, we're leveraging it, in so many ways: to pull in data 00:01:36.596 --> 00:01:39.974 that used to be so hard to translate into a standard 00:01:39.974 --> 00:01:43.895 format, to synthesize into key, you know, pain points that we 00:01:43.895 --> 00:01:47.816 have to solve as we implement the new solution, and to create 00:01:47.816 --> 00:01:51.236 insights that are very actionable for our sales force 00:01:51.236 --> 00:01:52.195 and our agents. 00:01:52.654 --> 00:01:55.323 And what would your advice be for business leaders who are 00:01:55.323 --> 00:01:56.866 right now navigating this change? 00:01:57.700 --> 00:02:00.745 Well, I think that it's important to try and balance 00:02:00.745 --> 00:02:02.956 both the long term and the short term. 00:02:02.956 --> 00:02:04.749 So try and balance a big vision. 00:02:04.749 --> 00:02:05.625 Go bold. 00:02:05.750 --> 00:02:08.711 Don't be afraid to, from the get-go, say, "We want to make 00:02:08.711 --> 00:02:10.922 big change and this is what we want to do." 00:02:11.381 --> 00:02:14.342 But then, along the way, you have to make decisions towards 00:02:14.342 --> 00:02:15.385 that big, bold vision. 00:02:15.760 --> 00:02:18.680 And the other thing I would say is there's going to be so much 00:02:18.680 --> 00:02:21.432 uncertainty along the way and you just have to sort of lean 00:02:21.432 --> 00:02:24.477 into it and know that you're not going to get everything perfect. 00:02:24.477 --> 00:02:27.230 But if you're tracking what's working and what's not, you fail 00:02:27.230 --> 00:02:27.480 fast, 00:02:27.689 --> 00:02:28.606 and you adjust. 00:02:29.065 --> 00:02:29.858 Thank you so much. 00:02:29.899 --> 00:02:30.441 Thank you.