Who’s Who Interviews

“Historically, our mindset has been to think of ways to protect, detect, respond, and recover from a security incident. That has been a very serial way to think about the problem.” FST Media: As custodians not only of the world’s wealth...

“I think the biggest challenge for insurers is thinking that AI is a panacea for all insurance problems. It’s more appropriate to think about AI as being part of the jigsaw in solving insurance and other business problems.” FST Media: At...

Unlike the retail, travel, and even banking sectors, we don’t pick and choose our customers. We have to develop, and resource, digital services while maintaining the ‘traditional’ channels for those who choose not to try the digital offering.   FST...

“The challenge of the cloud is not cybersecurity; the challenge is changing the ways of working across your entire IT organisation.” FST Media: Has AMP Life’s cybersecurity posture evolved over the last six months? What influenced this shift and how has...

“The saying ‘good news is bad news told early’ has never been more relevant – the sooner we can identify issues, the sooner we can act to contain their impact and prevent them from occurring again.”

“Being so young and so new in the [space] industry, Australia has the benefit of hindsight. We’re able to learn from the mistakes that other countries have already made, which means we can launch our ideas and innovations in a...

“Most financial services providers, Rest included, have not achieved a true omnichannel experience where the integration, the features, and the level of service are consistent across all channels. This is a challenge in an environment with legacy systems and third-party...

“Changing the way an organisation operates also requires radically modernising technology platforms to support and optimise the changes and to more efficiently deliver value to customers.”  

“It’s going to take a long time for this to translate into true customer-centricity. Insurtechs play a critical role in helping organisations like ours shape this thinking.”  

“I challenge other leaders to help grow a culture of asking ‘why?’. It can be easy in any large company, not necessarily in financial services, to continue to do something because it’s always been that way.”  

“The next step we’re thinking of is how do we make the government itself work in the background… if you are a citizen eligible for a service, then we shouldn’t require that extra bureaucratic step between you getting that service.”...

“A great idea is easy; bringing it to life will always be harder than you think. Bring your whole self to the task and use science and art to bring others on the journey.”  

“One of the main reasons customers are signing up for Xinja is because they have had enough of the big lazy four, and this sentiment increased noticeably after the Royal Commission. We are entering a new, tougher era of what...

“Automation can never completely replace employees, and government responsibilities can never be entrusted to machines. It must be transparent to our citizens and businesses that the government does not automate decision-making processes.”

“We realised a few years ago that continuing to try to innovate with legacy technology platforms wasn’t going to give us the agility or flexibility to meet our members’ future expectations or those of the wider industry.”