DIGITAL STRATEGY Heather Smith
DIGITAL STRATEGY Heather Smith
TITLE : MANAGING DIRECTOR COMPANY : LV = GENERAL INSURANCE INDUSTRY : FINANCIAL SERVICES LOCATION : UNITED KINGDOM
Smith is responsible for ensuring quality offerings for the company ’ s retail , home , car , pet , travel , breakdown and landlord customers . She has over 25 years of financial services across a range of leadership roles . Bearing Nseir ’ s comments in mind , it becomes clear that an internal culture shift is also fundamental ; he contends that every conversation should begin and end with digital transformation in order to properly layer its relevance throughout an organisation . When EPAM partnered with LV = to make the latter a truly digital-first company , the cultural qualities of empowerment and agility were emphasised in addition to technological considerations . “ To help leadership better understand customers and how corporate culture should adapt , we brought customers in and walked through their user journey to identify specific needs . It took time to co-create a view of how to best serve customers and what it means to be customercentric ,” he explains .
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