Success hinges more on obsessive follow-through than a theoretically perfect strategy. This is achieved through clear, cascaded objectives for every employee and rigorous, regular performance monitoring to ensure accountability.
Instead of replacing humans, Aviva uses AI to anticipate *why* a customer is calling about a claim. The agent receives this prediction and relevant data upfront, skipping lengthy verification and improving the customer experience.
Amanda Blanc transformed Aviva by divesting from any market where the company wasn't a top-three player. This sharpened focus, deleveraged the balance sheet, and revealed the strength of their core, scaled businesses.