Digital transformation projects don't fail because the technology is wrong. They fail because the people using it aren't brought along for the ride.
That was the central theme running through InsurTech Insights USA 2026, where ManageMy's Josh Hall, Head of Sales & Business Development, joined industry leaders on a panel exploring what it really takes to compete in today's market.
On the panel "Modernize or Miss the Moment: Competing on Experience in the P&C Market," moderated by Rose Hall of RH Business Ventures, the panel zeroed in on the human side of technology adoption. Josh cut to the heart of what carriers consistently get wrong about buyer expectations: the comparison set. Policyholders aren't benchmarking their carrier against other carriers. They're benchmarking against the last time they had a great digital experience, probably Amazon, food delivery, or banking. That's the standard we will be measured against. If other industries are already providing satisfactory digital experiences, why isn’t insurance?
Gino Bonacci, COO of Small Commercial & Personal Insurance at Gallagher, made the stakes plain: if you don't change behavior, transformation dies. His solution was disciplined prioritization, a clear strategy anchored to customer experience improvement, and a sequenced roadmap that gives people clarity on where they're headed.
Robert Pick, Group Deputy CIO at Tokio Marine North America Services, offered a vivid analogy for why even objectively better systems face resistance. “Asking someone to abandon decades of muscle memory is like asking them to go to the gym for the first time in 20 years,” he said. The friction intensifies as AI reshapes job functions. When the job title stays the same but everything about the work changes, even high performers hit a wall.
Josh closed the session with a point about what sustained alignment actually looks like in practice: "Done doesn't mean launched. What is version 2? What is version 3 and 4? We're all walking and beating to the same heart. We're on the same team."
This is the mindset ManageMy brings to every carrier partnership. Our partnerships are not a one-time implementation, but a continuous commitment to improvement. Transformation is a direction, and we are proud to help our partners along their journey.
For more information on how ManageMy helps carriers modernize to delivery real business outcomes, contact us here today.