Case Study | Financial Services: Insurance

Helping modernize landmark Canadian financial institutions

Enabling Canadian financial institutions to modernize their operations and technology while building long-term capabilities

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Opportunity

Across Canada, the importance of client experience across all sectors is rising, and financial services are no different. McKinsey works with financial institutions to help them modernize operations and technology, and upskill and reskill their workforce, to better meet Canadians’ evolving needs. We help organizations think about how to improve customer experience while modernizing operations and how to build the capabilities they need for a modern workforce.

Solution

How we worked together

We partnered with a Canadian insurer to modernize its technology, operations, and customer experience, helping the company become an innovator in Canada and a global leader. Our multiyear partnership focused on helping the insurer improve its customer and employee experience, modernize operations by embedding new capabilities (such as digital, AI, and automation), and reskill its workforce. The partnership also:

Helped establish core capabilities across digital, AI, and automation to facilitate delivery of quality service for all Canadians
Focused on building client capabilities so the Canadian insurer could continue to innovate as an organization