September 10, 2025

Jeff Kirk Named Executive Vice President of Applied AI at Robots & Pencils

Robots & Pencils

From Alexa to Emma, Kirk brings two decades of AI breakthroughs that have reshaped industries. Now he’s powering Robots & Pencils’ rise in the intelligence age.

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native web, mobile, and app modernization, today announced the executive appointment of Jeff Kirk as Executive Vice President of Applied AI. A seasoned technology leader with a career spanning global agencies, startups, and Fortune 100 enterprises, Kirk steps into this newly created role to accelerate the firm’s AI-first vision and unlock transformative outcomes for clients. As EVP of Applied AI, Kirk will lead the firm’s strategy and delivery of AI-powered and enterprise AI solutions across industries.

Explore how Robots & Pencils blends science and design to build market leaders.

Kirk’s track record speaks for itself, with AI breakthroughs that fueled customer engagement and business growth. He founded and scaled Moonshot, an intelligent digital products company later acquired by Pactera, where he spearheaded next-generation experiences in voice, augmented reality, and enterprise digitalization. At Amazon, he served as International Product & Technology Lead for Alexa, driving AI-powered personal assistant expansion to millions of households and users worldwide. Most recently, at bswift, Kirk led AI & Data as VP, delivering conversational AI breakthroughs with the award-winning Emma assistant and GenAI-powered EnrollPro decision support system.

Across each of these roles runs a common thread. Kirk builds and scales innovations that transform how industries work, creating technologies that move from experimental to essential at breathtaking speed.

“Jeff has been at the frontier of every major shift in digital innovation,” said Len Pagon, CEO of Robots & Pencils. “From shaping the future of eCommerce and mobile platforms at Brulant and Rosetta, to pioneering global voice AI at Amazon, to launching AI-driven customer experiences at bswift, Jeff has consistently delivered what’s next. He doesn’t just talk about AI. He builds products that millions use every day. With Jeff at the helm of Applied AI, Robots & Pencils is sharpening its challenger edge, helping clients leap ahead while legacy consultancies struggle to catch up. I’m energized by what this means for our clients and inspired by what it means for our people.”

Across two decades, Kirk has built a reputation for translating complex business requirements into enterprise-grade AI and technology solutions that scale, stick, and generate measurable results. His entrepreneurial mindset and hands-on leadership style uniquely position him to help clients experiment, activate, and operate AI across their businesses.

“Organizations and their workers are under pressure to innovate on behalf of customers while simultaneously learning to work with a new type of co-worker: artificial intelligence,” said Kirk. “The steps we take together to learn to work differently will lead to the most outsized innovation in our industries. I’m thrilled to join Robots & Pencils to push the boundaries of what’s possible with AI, to deliver outcomes that matter for our clients and their customers, and to create opportunities for our teams to do the most meaningful work of their careers.”

Kirk began his career at Brulant and Rosetta, where he worked alongside Pagon and other Robots & Pencils’ executive team members, leading engineering and solutions architecture across content, commerce, mobile, and social platforms. His return to the fold marks both a reunion and a reinvention, positioning Robots & Pencils as a leader in applied AI at scale.

The pace of AI change can feel relentless with tools, processes, and practices evolving almost weekly. We help organizations navigate this landscape with clarity, balancing experimentation with governance, and turning AI’s potential into practical, measurable outcomes. If you’re looking to explore how AI can work inside your organization—not just in theory, but in practice—we’d love to be a partner in that journey. Request an AI briefing.

August 4, 2025

Patrick Higgins Named Chief Revenue Officer at Robots & Pencils

Robots & Pencils

From IBM transformation to AI-powered product strategy, Higgins brings proven enterprise expertise and client-first vision to fuel the firm’s next phase of commercial expansion

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native web, mobile, and app modernization, today announced the appointment of Patrick Higgins as Chief Revenue Officer (CRO). A seasoned technology leader with over 15 years of experience driving digital innovation for Fortune 500 companies, Higgins steps into a pivotal role to deepen client partnerships, scale impact, and fuel the company’s next phase of growth.

Higgins built his career at the intersection of digital product development, enterprise transformation, and applied AI. He began at IBM delivering mission-critical programs for large government and healthcare clients. Higgins then spent nearly a decade at WillowTree, where he helped scale the firm into a full-service digital agency and led go-to-market efforts across Media, Healthcare, and most recently, AI. Over the past year alone, he has advised more than 80 organizations on how to turn AI ambitions into action through strategic governance, rapid prototyping, and practical deployment strategies.

Now, as CRO at Robots & Pencils, Higgins will lead all commercial operations, with a focus on aligning strategy, sales, and client partnerships to help organizations unlock the full potential of AI, cloud-native architecture, and next-generation experiences.

“Patrick’s ability to listen deeply, build trust, and connect business goals to technical outcomes is exceptional,” said Leonard Pagon, CEO of Robots & Pencils. “He doesn’t just understand AI—he understands how to activate it inside the enterprise. He’s helped clients across industries turn emerging tech into scalable solutions, and his presence here marks a key step in our evolution. We’re not chasing growth for growth’s sake—we’re scaling the way we serve our clients. Patrick is the right leader to ensure that growth stays grounded in trust, results, and partnership.”

Higgins joins a growing executive team committed to challenging the traditional global systems integrators with a model that prioritizes speed, strategy, and elite delivery. With global centers of excellence and strategic partnerships with AWS, Salesforce, and Databricks, Robots & Pencils is positioned to help clients move beyond experimentation and into meaningful, AI-infused transformation.

“What drew me to Robots & Pencils is the caliber of the team and the clarity of the mission,” said Higgins. “We’re not just talking about AI. We’re delivering it—wrapped in thoughtful design, modern cloud infrastructure, and agile engineering. This is a firm built to move fast and deliver real results, and I’m honored to help lead the next chapter.”

In addition to his leadership role, Higgins is an active contributor to the AI community, serving as a panelist for the University of Virginia’s AI initiatives and helping organizations demystify their path to innovation. He holds a BA and MBA from the University of Virginia and lives in Charlottesville with his family.

August 4, 2025

Nathan Carmon Named Chief Operating Officer of Robots & Pencils

Robots & Pencils

Seasoned transformation leader joins the executive team to scale AI-first growth, elevate client delivery, and drive operational excellence

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native web, mobile, and app modernization, today announced the appointment of Nathan Carmon as Chief Operating Officer (COO). A battle-tested operator and longtime business partner to CEO Leonard Pagon, Carmon joins at a pivotal moment to bring sharper execution, deepen client value, and accelerate the company’s AI-first momentum.

Carmon’s mandate isn’t just about growing fast—it’s about growing right. That means investing in people, refining delivery systems, and ensuring every client engagement is marked by clarity, care, and measurable impact. His arrival marks another major milestone in Robots & Pencils’ evolution from mobile pioneer to AI-first consultancy.

For more than 20 years, Carmon and Pagon have built, scaled, and sold consulting businesses together—from growing Brulant from a 25-person startup into a 500-person powerhouse, to doubling Rosetta’s scale post-acquisition. As an Operating Partner at Next Sparc, Carmon has spent the last decade turning strategy into results across a portfolio of high-growth ventures. Now, he brings that same transformation expertise to Robots & Pencils.

“Nathan is the rare kind of operator who makes complex things simple and ambitious things achievable,” said Leonard Pagon, CEO of Robots & Pencils and President of Next Sparc. “When we were building Brulant, I could count on Nathan to turn big vision into day-to-day momentum. We scaled fast because he knew how to align teams, deliver value, and move with speed and precision. With Nathan as COO, we’re not just ready for what’s next—we’re built for it.”

Carmon joins at a time when every business is under pressure to adopt AI, modernize legacy systems, and compete at digital speed. Robots & Pencils is meeting that moment with a challenger mindset, deploying high-impact, Navy SEAL-style teams that combine elite engineering with intuitive UX design. With global delivery across North America, Latin America, and Eastern Europe, and partnerships with AWS, Salesforce, and Databricks, the firm is uniquely positioned to help clients lead in the age of AI.

“I’ve helped scale consulting firms from the ground up, and I know what great looks like,” said Carmon. “Robots & Pencils has it. The talent here is exceptional, the leadership is bold, and the market timing couldn’t be better. This team has everything we need to do it again—only bigger, faster, and smarter.”

“With Nathan leading our internal operations, I’m freed up to spend more time where I create the most value—engaging directly with clients, exploring strategic opportunities, and helping shape the future of Robots & Pencils to meet market demand,” said Pagon. “That’s the power of having a leader you trust.”

Carmon holds a BS in Computer Science and an MBA from the University of Michigan. When he’s not accelerating digital transformations, he enjoys wake surfing, biking, model rocketry, and spending time with his daughter and four grandchildren.

July 26, 2025

Robots & Pencils Earns AWS Qualified Software Distinction as an AWS Partner

Robots & Pencils

Recognition spotlights firm’s AWS-native innovation and its mission to help clients modernize fast, scale smarter, and activate AI

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native web, mobile, and app modernization, today announced that it has been recognized as an AWS Partner with an AWS Qualified Software solution. By earning this designation, Robots & Pencils proves its strength in designing AWS-native platforms that are fast, secure, and purpose-built for the AI era.

The AWS Partner Network (APN) is a global community that leverages AWS technologies, programs, and expertise to build solutions that accelerate customer outcomes. With this AWS Partner designation and Qualified Software distinction, Robots & Pencils proves it can meet the highest standards for security, reliability, and operational excellence while outpacing traditional global systems integrators in speed, precision, and innovation.

“We believe the future belongs to companies that can move fast, modernize wisely, and integrate AI seamlessly, and that future runs through AWS,” said Leonard Pagon, CEO of Robots & Pencils. “This recognition is more than a milestone. It’s validation of the demanding work our engineers and designers have put into building intelligent, cloud-native solutions that scale with confidence.”

Robots & Pencils has been delivering solutions on AWS for more than a decade, with a track record of more than 100 successful projects across industries. From data center exits to AI-powered applications, Robots & Pencils supports clients across every phase of digital modernization with AWS. The firm’s software solutions—developed using proven AWS services like AWS Lambda, Amazon API Gateway, Amazon RDS, DynamoDB, and Amazon EventBridge— enables clients to rapidly shift from legacy infrastructure to cloud-native environments that are secure by design, built to evolve—and delivered without the drag of bloated teams or outdated methods.

“We build with purpose. Our teams don’t just plug in services; they architect solutions that solve complex problems and scale in the real world,” said Mark Phillips, Chief Technology Officer at Robots & Pencils. “Being recognized as an AWS Partner with an AWS Qualified Software solution reflects the technical rigor, security focus, and customer impact we bring to every project. This is how we deliver meaningful change for our clients.”

With delivery centers across North America, Latin America, and Eastern Europe, Robots & Pencils partners with organizations in industries including Education, Energy, Financial Services, Healthcare, Retail and Consumer Goods, Technology, and Transportation, to re-architect systems, accelerate time to value, and lay the groundwork for intelligent, scalable growth.

“We’re proud to be part of the AWS Partner Network and to contribute software that helps clients take full advantage of the cloud,” added Pagon. “Whether it’s launching AI-enabled workflows, eliminating technical debt, or modernizing at scale—this is what we were built to do.”

July 22, 2025

Accomplished Tech Leader Eric Ujvari Joins Robots & Pencils as Lead Solutions Architect

Robots & Pencils

From Fortune 500 transformation to nimble innovation, Ujvari brings digital systems expertise to deepen client trust and accelerate value delivery.

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced that Eric Ujvari has joined the company as Lead Solutions Architect. With over 20 years of experience leading enterprise technology, innovation, and consulting initiatives, Ujvari steps into a key role designed to deepen the company’s ability to bring technical strategy and execution earlier in the client journey.

In this new position, Ujvari will help shape the future of digital transformation by acting as a trusted conduit between business stakeholders and technical teams, ensuring technical decisions align with long-term goals and drive meaningful outcomes from day one.

“Eric’s ability to translate business vision into technical architecture is unmatched,” said Leonard Pagon, CEO of Robots & Pencils. “He doesn’t just understand complex systems—he knows how to simplify and scale them. He asks insightful questions, listens deeply, and has a rare talent for making complex ideas refreshingly easy to understand. He’s the kind of architect every client wants in the room, and every engineer wants on the team. He’s here to help our clients move faster, with more confidence, and I’m thrilled to have him on board.”

Ujvari’s arrival marks the latest step in Robots & Pencils’ evolution from mobile pioneer to AI-first consulting powerhouse. Known for deploying small, high-impact teams with elite engineering talent, the firm is rapidly expanding its ability to blend intuitive UX with future-ready, AI-infused digital platforms. Ujvari will play a key role in helping clients recognize opportunities earlier and design systems that scale.

“I’m excited to be joining a dynamic organization whose mission is to push the technological and operational boundaries for current and future client partners,” said Ujvari. “Having the opportunity to collaborate with such a talented, nimble team of engineers, designers, AI specialists, and digital product professionals is something I’m truly looking forward to. I see this role as a chance to help showcase the best of Robots & Pencils to the world—through thoughtful architecture, collaboration, and innovation.”

Before joining Robots & Pencils, Ujvari played a pivotal role in scaling and shaping the Solutions Architecture discipline at WillowTree, contributing at the intersection of commercial strategy, engineering, and delivery. His experience includes leadership roles at Cardinal Health, where he drove large-scale enterprise data strategy and system design initiatives across global supply chain, healthcare, and digital transformation programs. Across roles, he has built a reputation for strategic clarity, collaborative leadership, and an unwavering commitment to client value.

As Robots & Pencils accelerates its growth, Ujvari’s addition marks a key inflection point: embedding digital strategy and technical leadership earlier in every client engagement—ensuring better solutions and stronger partnerships.

July 16, 2025

Tony Antonelli Joins Robots & Pencils as CFO to Fuel AI-Driven Growth with Financial Precision

Robots & Pencils

Robots & Pencils, an AI-first, global digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced the appointment of Tony Antonelli as its new Chief Financial Officer. Known for his sharp financial acumen, pragmatic leadership, and deep experience across SaaS, consulting, and manufacturing, Antonelli takes on this expanded role as the company enters a bold new chapter of expansion and AI-first innovation.

The appointment comes on the heels of a leadership shift at Robots & Pencils, with tech entrepreneur and scale-up veteran Leonard Pagon Jr. stepping in as CEO. Pagon is also the founder of Next Sparc, a Cleveland-based private investment firm focused on scaling high-potential businesses. Over the years, Antonelli has held key finance leadership roles within several of Next Sparc’s portfolio companies — including Tiger Pistol, where he continues to serve as CFO, Revel Bikes, and now Robots & Pencils, making this a reunion built on deep trust and shared momentum.

“Tony is a powerhouse. He brings the right mix of focus, agility, and strategic thinking to help us scale smartly in this era of explosive AI opportunity,” said Pagon. “Over the years, I’ve trusted him to navigate complex challenges. He brings a rare ability to combine financial discipline with operational speed, exactly what we need as we accelerate into this next phase of growth. He’s not just a CFO. He’s a thoughtful business partner.”

Antonelli brings two decades of experience to the CFO seat. In addition to his ongoing role at Tiger Pistol, he previously served as CFO of Revel Bikes and began his career in public accounting at Skoda Minotti (now Marcum), rising to manager before moving into audit and FP&A at Scott Fetzer. He’s known for translating financial strategy into results, optimizing capital structures, and leading high-performing teams that support rapid, sustainable growth.

“I’ve watched Robots & Pencils grow from a mobile pioneer into a world-class digital innovation firm,” said Antonelli. “What excites me is the team’s unique ability to move fast, think differently, and deliver meaningful business results through technology. We’re not just embracing AI; we’re doing it the right way — with human-centered, AI-enabled solutions that are grounded in real-world impact. I’m here to help scale that success with focus and financial discipline.”

Antonelli holds BBA degrees in Accounting and Business Law from Ohio University and is a licensed CPA. In 2022, he was named to Crain’s Cleveland Business Notables in Finance. He also serves as Treasurer and Board Member for the Kidney Foundation of Ohio. His appointment reinforces Robots & Pencils’ commitment to pairing bold innovation with operational excellence.

July 10, 2025

Robots & Pencils Appoints Scott Young as Executive Vice President of Growth and Strategic Alliances

Robots & Pencils

Robots & Pencils, an AI-first digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced the appointment of Scott Young as Executive Vice President of Growth and Strategic Alliances. A veteran of the consulting industry with over 20 years of revenue growth leadership, Young rejoins the company to lead the expansion of strategic partnerships and accelerate client transformation efforts across its global delivery footprint.

Young brings decades of experience developing technology alliances, creating long-term client strategies, and driving platform-based value. His career spans roles at Deloitte, EY, Publicis Sapient, and Zilker Technology, with deep specialization in building and scaling partner ecosystems. Notably, he previously served as SVP of Business Development at Robots & Pencils, making this a return marked by renewed opportunity and momentum.

“Scott’s talent has always been a growth accelerator,” said Leonard Pagon, CEO of Robots & Pencils. “Across ventures, from Brulant to Rosetta to Robots & Pencils, Scott and I have built transformative technology businesses together. He knows how to scale. He knows how to partner. And most importantly, he knows how to connect clients with the right strategies and platforms to win. He is the best I have ever worked with and now we are back together!”

Robots & Pencils integrates the capabilities of wicked smart engineers and UX professionals to seamlessly deliver globally across centers of excellence in Canada, the U.S., Eastern Europe, and Latin America. Young’s return coincides with the company’s focused push to deepen partnerships with industry leaders including AWS, Salesforce, and Databricks, and to help clients modernize applications with AI-infused cloud native strategies.

“From the moment I reconnected with the team, I could feel the energy and see the innovation,” said Young. “Robots & Pencils offers the ideal ‘Goldilocks’ size for clients. We have significant horsepower to rapidly deliver innovative scalable solutions, and the kind of nimbleness and focused ‘navy seal’ teams that can land on the client and rapidly make an impact that you just don’t find at traditional systems integrators. I’m beyond excited to be back and to be working again with one of the most talented teams in the business.”

Young has a long-standing working relationship with Pagon, having helped scale Brulant from 25 to 500 employees in just five years before its successful sale to Rosetta. His return marks a strategic inflection point as Robots & Pencils advances its mission to leverage an AI-first Cloud native approach to disrupt the mega-sized Global Systems Integrators targeting Financial Services, Health Tech, Education, Consumer, Energy, and Technology sectors.

Young holds a BS in Computer Science from Allegheny College, and both an MS in Computer Science and an MBA in Finance from the University of Pittsburgh.

July 9, 2025

Proven Scale-Up Entrepreneur Len Pagon Jr. Steps in as CEO to Accelerate Robots & Pencils’ AI-First Ascent

Robots & Pencils

Robots & Pencils, an AI-first digital innovation firm specializing in cloud-native mobile, web, and app modernization, today announced Leonard Pagon Jr. as its new Chief Executive Officer. A proven entrepreneur, tech visionary, and scale-up veteran, Pagon’s return to the C-suite marks a turning point for Robots & Pencils. The firm is sharpening its edge and setting its sights on outpacing traditional global systems integrators with speed, precision, and a challenger’s mindset.

Pagon is no stranger to building transformative companies. As founder and former CEO of Brulant, he scaled the business into the third-largest privately held interactive agency in North America, leading its merger with Rosetta and eventual sale to Publicis. Since then, he has focused on backing and scaling high-growth businesses through his family office, Next Sparc Growth Partners.

In 2017, Next Sparc acquired Robots & Pencils. As Chairman, Pagon has spent the last eight years watching the firm evolve from an early mobile pioneer into a full-stack consulting disruptor. Now, after 17 years away from the CEO seat, he’s stepping back in to lead the company into its most exciting phase yet.

“I was compelled to step into the CEO role because of the amazing UX and engineering talent we have, as well as the generational opportunity in front of us to become an AI-first consulting leader,” said Pagon. “Next Sparc acquired Robots & Pencils eight years ago, so I’ve had a front-row seat to the incredible work this team has done. We were building mobile apps back when the iPhone launched. We were early adopters of machine learning, blockchain, and the cloud. Now, I believe we’re uniquely positioned to help clients capitalize on AI, the most disruptive wave yet.”

With global centers of excellence across North America, Latin America, and Eastern Europe, and deep partnerships with AWS, Salesforce, and Databricks, Robots & Pencils blends elite engineering talent with intuitive UX design. The firm deploys focused, high-impact teams to accelerate results in Financial Services, Health Tech, Education, Energy, and Consumer industries.

“I’m hearing the same thing from CEOs everywhere: they’re struggling to move fast enough to experiment with and exploit these breakthrough technologies,” Pagon added. “Robots & Pencils can scratch that itch. Our teams operate like Navy SEALs – nimble, deeply skilled, and designed to deliver real business value quickly. I’m excited by the challenge ahead and fired up to lead this next phase of growth.”

Under Pagon’s leadership, Robots & Pencils is doubling down on its mission: to help clients modernize legacy systems, experiment and activate AI, and build digital experiences that scale – without the bus loads of consultants, high rates, or sluggish delivery cycles of legacy consultancies.

In addition to his new role as CEO of Robots & Pencils, Pagon will continue to serve as Chairman of Next Sparc. Outside the boardroom, Pagon is deeply committed to philanthropy and wellness. He serves on the steering committee for VeloSano, is Vice Chair of YPO’s global Health and Wellness network, and is a trustee of the Pagon Family Foundation.

June 18, 2024

Insurance Customer Experience: What Trends and Priorities Matter Most

Robots & Pencils

How to Level up the Insurance Customer Experience

Insurance companies have made meaningful strides in the digital realm over the last decade. For example, many have improved apps and websites for policyholders. They now use analytics to assess risk, detect fraud, and segment customers. Insurers are adding automation to streamline and improve underwriting, claims processing, and customer service. At the same time, usage-based insurance and other innovative products are growing more common. To compete in this evolving industry, companies must continue to invest in digital transformation and improving the insurance customer experience (CX).

Top Priorities for Improving the Customer Experience in Insurance

Strategic leaders and product owners know the importance of the digital experience for insurance customers. It’s about winning new customers and keeping the ones you already have. To do so, digital channels must extend their services, not just explain or promote them. Best-in-class experiences feature:

Self-service options
User-centered interactions
Connected digital channels
Personalized, data-driven experiences

Let’s look at how to master each one.

Empower Insurance Customers with Self-Service

Customers want easy-to-use self-service options for getting things done. Policy renewal and updates, claims processing, document management, and customer support should all be available online. Adding these tools reduces the workload for agents. As a result, customers will no longer have to wait for the next available representative. Instead, they can manage policies and claims anytime on-demand.

Design User-Centered Interactions

Applying user-centered design across platforms is essential to a good insurance customer experience. For insurers, the goal is to simplify something that was historically complex. Every task should be straightforward, from filing claims online to checking policy details. When an incident occurs, customers are already stressed. The last thing you want to do is make them feel worse.

Think of digital claims filing and tracking as a starting point. It’s good, but it’s not enough. The next step is to streamline these and other processes. Specifically, you need intuitive interfaces and clear navigation pathways that help customers manage their insurance needs.

When building and updating digital products, prioritize what is best for the user. User research and testing will help you pinpoint and address friction points in the customer journey. Straightaway, these efforts will reveal insights for revamping products and services to elevate customer satisfaction.

Unify the Insurance Customer Experience

Businesses often have websites, customer portals, mobile apps, chat systems, and more. Each platform should have streamlined workflows and a consistent experience. Ideally, your customers will be able to move between them with ease. User experience designers can help ensure this ease of use and consistency across channels. Creating seamless customer journeys will also likely require automating internal processes, improving data integrations, and modernizing backend systems.

Personalize Customer Journeys and Products with Data Analytics

One-size-fits-all policies are a thing of the past. Today, insurers use analytics to study individuals and strategic groups. They can learn about customer needs, behaviors, and preferences. This data can help personalize everything from how customers interact with digital channels to the policies and services they receive.

Businesses can use data analytics to tailor their offerings and recommend policy changes that benefit customers. Insurance companies can also use analytics to create and target customer segments with personalized offers and communication. For example, predictive analytics can identify customers at risk of policy lapse or who need alternative coverage options. With these insights, you can proactively engage customers and address their needs.

Moreover, data analytics allows you to continuously optimize digital experiences based on real-time feedback and performance metrics. By analyzing how customers interact with each channel, you can uncover areas for improvement and refine your strategies.

Digital Trends in Insurance Customer Experiences and Products

We’ve previously covered some critical digital transformation and CX opportunities for insurance companies. But while optimizing your product today, you must also prepare for tomorrow. Understanding changing customer preferences, technology advancements, and regulatory changes gives you market agility. In short, it keeps you from playing catch-up. To that end, here are some insurance customer experience trends and offerings that excite us.

Usage-based Insurance (UBI)

UBI is gaining popularity. It is especially prominent in auto insurance, where premiums fluctuate based on the actual usage of the insured vehicle. This trend follows the rise of telematics and IoT devices that track how we drive.

Ecosystem Partnerships

Insurance companies are forming alliances with other industries to bundle services and create more value for customers. For example, companies may offer insurance coverage as part of a car purchase or home rental.

Prevention and Wellness

Insurers are increasingly helping customers prevent risk and improve their health and well-being. They offer wellness programs, discounts for healthy behavior, and other proactive risk management services.

Integrated Payment Solutions

Integrating payment methods into digital platforms is convenient for customers. Further, this strategy expedites premium payments, refunds, and claims payouts. Options include automatic bank withdrawals, real-time payments, and mobile payment apps.

Embedded Insurance

When insurance is embedded into transactions and products in other industries (e.g., retail, travel, automotive), paying for insurance products becomes part of the overall purchase experience. It becomes more integrated and less intrusive for the customer.

Pay-Per-Use Models

Similar to UBI, pay-per-use models adjust premiums based on the actual use of the insured asset or service, directly tying payment to risk exposure.

Achieve Lasting Success in Insurance

The checklist for great insurance customer experiences and products includes user-centered design, self-service, data-driven personalization, and interconnected digital touchpoints. Lasting success requires a comprehensive, forward-thinking strategy that prioritizes customer wants and needs. By doing so, insurance companies can meet evolving expectations and forge more substantial, meaningful connections, driving growth and success in the digital era.

If you want to level up your customer experience, Robots & Pencils can help. We work with leaders across industries to build high-impact digital experiences that create and accelerate business revenue. Complete our contact form or email hello@robotsandpencils.com to learn more.

June 4, 2024

4 Common Barriers to Organizational Innovation

Robots & Pencils

As we help organizations undergo digital transformation and launch innovative new products, the same issues keep popping up. Below are the most common barriers to organizational innovation we encounter and advice on how you can overcome them.

Top Barriers to Organizational Innovation and Change

Barrier 1: Not Actively Encouraging New Ideas

To facilitate innovation, everyone must know their ideas are welcome, no matter their role or seniority. Innovation challenges, competitions, or hackathons that involve everyone are a great way to encourage creativity. Leaders can also incorporate the mindset of continuous improvement in smaller ways. For example, make it easy for anyone to share suggestions. In recurring meetings, dedicate time to soliciting and discussing new ideas. When implementing ideas, celebrate or reward the teams or people where they originated. As always, consider your culture and what people are used to as you look for ways to make innovation a fun and welcome part of the workday.

Barrier 2: Not Engaging Stakeholders

The success of any new initiative depends significantly on knowing and engaging your stakeholders. Talk openly and regularly with your teams about where the organization and individual processes can improve. Weigh their input when deciding what to prioritize. After you make decisions, share updates on your plans and reasoning.

How you communicate is also vital. Ask the people involved how they like to receive information and updates. By email? Town halls? Conversations with department leaders? At a minimum, leverage channels people are familiar with. If, for instance, CEO videos come out quarterly, provide your change talking points for the CEO to communicate.

The same goes for training. You cannot assume what will be most effective. Some groups may prefer instructor-led sessions over independent learning and vice versa. Some people learn better by reading, and others by watching. Work to discover and accommodate the various preferences among your teams and organization.

Barrier 3: Not Monitoring Change Progress

Don’t wait until the end to see how the plan went. Assess the completion of each change plan activity as it happens. Watch the outcomes over time. These indicators might include customer satisfaction scores, adoption rates, training participation, or performance improvements. You can also obtain feedback to understand how team members are reacting to the change.

Regular monitoring will allow you to fix issues faster when they arise. Whenever you do miss the mark, be transparent. Don’t sweep it under the rug. Talk about it, plan around it, and decide how to address it. Likewise, if you need to change direction, let others know that you understand what’s going on and what you will do to make it better.

Barrier 4: Not Celebrating Wins

When your employees or customers benefit from change initiatives and innovation, share those stories! Give concrete examples of how the change is helping the business and individuals. You can keep this messaging internal or use social media to bring the news to a large audience. Either way, these communications can inspire more people to adopt proposed changes. It can even get them thinking about new ways to improve organizational processes. You can also build excitement by celebrating project milestones with swag or other benefits and perks your employees will appreciate.

Break Down Barriers to Innovation in Your Organization

An innovative organization is always experimenting, iterating, and evolving. While each change unlocks growth opportunities, few organizations achieve innovation without encountering barriers and roadblocks along the way. As you innovate, you have to understand the impacts on employees. Successful innovation requires knowing how your culture and people will accept and adapt to the change. The right strategy accounts for those factors. Targeted communication and support will be vital as you assess, plan, execute, and reflect on your change initiative. In every case, innovation should start with careful listening, in-depth planning, and an abundance of empathy for everyone involved.

If you’re preparing for a change or looking to create a culture of innovation, Robots & Pencils can help. Check out our on-demand Change Management webinar, and contact us today at hello@robotsandpencils.com.

Jeff Kirk Named Executive Vice President of Applied AI at Robots & Pencils

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