Samantha Liscio , Chief Technology & Innovation Officer at WSIB , discusses industry trends , digital transformation and the impact of COVID-19

W ithin the insurance industry , Samantha Liscio , Chief Technology and Innovation Officer at Workplace Safety and Insurance Board ( WSIB ) has seen the sector mirror what the organisation itself is experiencing internally . “ It ’ s that customer focus ,” says Liscio . “ Our customers want to be able to deal with us anytime , anywhere and however they want , so we need to ensure that our products and services support that . This trend is one of six key drivers for our 2020 IT strategy at WSIB , to develop new channels and a sustainable operating model that are digitally focused as well as digitalising our core services and developing our work-from-home operations . The other five elements of our IT strategy include business intelligence and analytics , cyber and digital security , modernising applications , providing digital infrastructure and modernising our operating models , all with the customer experience in mind .”