NTT DATA Insurance Thought Leadership Podcast

Reimagining Insurance: Co-Creating the Future with Strategic Design

Strategic Design and AI-Driven Co-Creation

Two Structural Inflection Points Facing the Insurance Industry

The insurance industry is at a critical turning point, shaped by two fundamental shifts:

1. Redefining Customer Value

Customer expectations are evolving from protection-centered offerings to life-centric, well-being-focused value propositions.
Insurers must now support prevention, health, and everyday peace of mind—not just risk coverage.

2. Rethinking the Productivity Model

Amid workforce shortages and increasing operational complexity, traditional operating models are no longer sustainable.

A fundamental redesign of processes and capabilities is required.

In this episode, Masaki Maeda, Global Insurance Lead at NTT DATA Group Corporation, and Gyouen Ri from the Strategic Design Section explore how these structural challenges can be addressed through a strategic, future-oriented approach.

Bridging Vision and Execution
Redesigning business strategy, operating models, and customer experiences in an integrated manner.

AI-Powered Orchestration
Featuring Digital Employee, an AI agent co-developed by NTT DATA and IBM, capable of orchestrating complex workflows across CRM, policy administration, claims systems, and generative AI tools through natural language commands.

The Emerging Model of Insurance

  • Prevention-oriented, personalized insurance powered by wearable data

  • AI-supported sales interactions that enhance service quality

  • Operational efficiency combined with elevated customer value

By integrating foresight, co-creation, and AI-driven orchestration, insurance is evolving from a protection-based model to a proactive life partner.

Discover how the next generation of insurance is being shaped—at the intersection of strategy, design, and AI.

Tags

CX & DesignInnovationArtificial IntelligenceEcosystemsStrategy & Decision-making

Guest //

Gyouen Ri
Assistant Manager Strategy Design Section Insurance IT Services Division 3rd Financial Sector NTT DATA Japan Corporation
Gyouen Ri began her career as an in-house systems engineer at one of Japan’s leading insurance companies, where she developed and maintained insurance systems to streamline business operations, including automating document processing and adapting systems to evolving customer needs. Seeking new challenges in consulting, she joined the Strategy Design Section at NTT DATA, where she is responsible for providing consulting services to the insurance industry. She contributed to the development of medical insurance products with the InsureMO team and quickly adapted to the company’s culture. She later joined the Healthcare Co-Creation Lab, collaborating with new clients and curating cutting-edge healthcare content. Currently, she is part of the “Insurance Foresight” project team, focusing on the future of insurance through generative AI, digital employee solutions, and global business expansion initiatives.

Host //

Masaki Maeda
Global Insurance Lead at NTT DATA Group Corporation
Masaki is an engineering-trained professional with a project management background. He has more than 10 years of experience at the intersection of insurance and IT. He developed his career delivering modernization projects for Japanese insurers as an engineer and project manager. He currently serves as Global Insurance Lead at NTT DATA Group Corporation. Over the past five years, he has led global marketing initiatives, specializing in corporate communications and promotional strategy to strengthen brand recognition, managing corporate presence at benchmark industry events across Europe and North America and overseeing content localization for Japanese audiences.

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25 minutes

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