Episode 20: Customer-Led Growth Strategies For Insurers, A Conversation With Oliver Wyman Senior Leaders Mick Moloney and Rick Chavez

In this special edition of Reinventing Insurance, Oliver Wyman Partner and Global Head of Insurance, Asset Management, Actuarial, Mick Moloney and Oliver Wyman Partner and Leader of CustomerFirst, Americas, Rick Chavez, continue their conversation on taking a customer-led approach to industry reinvention and the path forward for insurers.
Rick shares insights from his collaborations with Geoffrey Moore on the four-zone organizational playbook and from his experience working at Microsoft, where he advised senior executives on growth initiatives at the intersection of cloud computing, analytics, and business model innovation.
Mick and Rick share growth opportunities for insurers, covering the macro-economic outlook, industry success stories, strategies for deepening customer relationships, and the path forward to accelerate growth. With more than 25 years of experience in digital transformation, Rick has led digital revolution and growth initiatives for companies such as Adobe, Microsoft, American Express, D&B, Fox Home Entertainment, Kinko’s (now part of FedEx), University of Michigan, Yahoo!, and Walmart. His Customer, Innovation and Growth team brings together world-class business strategists, advisors, technologists, designers, data specialists, and software wizards to make digital transformation sustainable throughout the organization.
In this episode, Mick and Rick explore:
Mega trends, customer-led strategies, and business reinvention for growth
Microsoft’s transformation into a multi-trillion-dollar leader in the tech sector
Applying the four-zone methodology to ‘fund the future ,’ transform, and scale new growth
Building supply chain resilience and integrating risk management, using examples from Marsh McLennan’s Sentrisk offering
Driving innovation through customer-led transformation and elevating the next generation of capabilities
Preparing the workforce for generative AI readiness and developing future talent
Key themes and insurance opportunities from our publication “Growth, Relevance, Resilience For Insurers”
This episode is part of our Reinventing Insurance series, a series that explores best practices for taking a CustomerFirst approach to innovation within Insurance. Throughout this series, host Paul Ricard discusses lessons, challenges, and new ways of working with guests who will share their first-hand experiences.