S01E05: Achieving operational excellence: Atlanta Group's approach to multiple brands

You’re listening to 'Ops Game Changers', the new ActiveOps podcast where we share real-life stories from remarkable leaders that are revolutionising the world of service operations. In this series, we explore some of the key challenges faced by service operations as they strive to deliver more - more capacity, more productivity and more business impact. Host, Bhavesh Vaghela (CMO at ActiveOps) quizzes his guests on how they went about unlocking significant value, adopting best practices, and experiencing some game changing results. 

In this episode we explore the topic of flexible operating models, enabling organisation to adapt to meet fluctuating demand levels. To address this topic, we are joined by John Gilbert, Transformation Director at Atlanta Group, one of the UK’s leading insurance brokers. John shares how Atlanta Group went about building a flexible operating model across a number of their household insurance brands. 

John shares insights into the challenges they faced in aligning different brands and operating models into one unified approach. John is a strong advocate for transformation, and believes operations is ‘dynamic by default’ and so the biggest challenge in his eyes, is having the ability to adapt and change to meet demand. For example, there have been many changes in the marketplace in recent years due to the cost-of-living crisis. Customers have more concerns and questions about their policies and require a higher level of service. Supporting customers through these challenges is a top priority, therefore enabling employees to dedicate time to customers is paramount. 

Throughout the episode, John shares how Atlanta Group is implementing conversational AI to help fuel growth in the UK and other markets. He expects AI will be transformative to the operations space, and that it is vital for companies to embrace the technology to improve outcomes for customers, without impacting the customer experience.  

Want to learn more about how to radically transform your company through the power of operations? Then don't miss the following episodes and hear more fascinating insights from other leaders in the field of Operations about how they have overcome challenges to drive productivity and boost performance at their enterprises. You can listen and subscribe to ‘Ops Game Changers’ on your preferred podcast platform and also on our YouTube channel, AOTv.

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