Empowered by AI to Get Close to Customers

AXA XL is the property and casualty (P&C) and specialty risk division of multinational insurance giant AXA. It is known for resolving even the most complex risks for its customers, which range from mid-sized firms to the world's largest multinationals. I run the digital transformation initiative at AXA XL. I'm going to tell you about our particular digital transformation journey, its highs and lows, and how we dealt with them. And the first points I want to make is that, first, this journey is all about the customer; and that secondly, that it follows approximately the same trajectory as the well-known five-stage cycle of grief: from denial, to anger, to bargaining, depression, and, finally, to acceptance.