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 implementationHow AI tools like claims summarisation are delivering 10% productivity gainsThe projected impact of AI automating or augmenting 65% of insurance work by 2034Creating the "Foundry" to help employees reskill for the AI eraBalancing AI innovation with human customer serviceThe generational dynamics of AI adoption in the workplaceTimestamps: 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 transformationWant 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/If you like our podcast, please do follow us and rate each episode. Do you have burning topics or questions you'd like us to explore on the podcast? Email our team at [email protected] out more about TechPros.io: https://techpros.io/ Upcoming Events and Roundtables: https://techpros.io/virtual-experiences/ Join our budding podcast community on LinkedIn: https://www.linkedin.com/company/enterprise-thought-leadership/

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