個案資料

Charles Brindamour is the CEO of Intact Financial Corporation, an insurance firm that makes profits purely from selling insurance—unlike most insurance firms, which rely on investing insurance premiums to make profits. In this Ivey Business Journal interview, he explains how for the last five years, Intact has been focused on three trends: changing customer expectations, software, and data explosion and democratization. Besides technology, the most important change in the industry has been customers’ expectations of their suppliers, which have been amplified by social media. Software has changed how people access information and share expertise and experience. Other changes affecting the industry are resulting from increased data generation and climate change. In Brindamour’s view, disruption and preparing for disruption constitute a continuum. The first step is dealing with the basics of disruption that can occur. The second step in the continuum is to invest in enabling technology and skills. The third step is to invest in innovation. The fourth stage is “research and venture.” Brindamour says that a gap in business school learning is the process of learning not just as an individual or leader, but as an organization. Disruptors, he claims, are not software geniuses; they are the ones who see the gap between what is and what is expected and provide strong design ideas.

• Intact Financial Corp., Charles Brindamour, Change management, Financial sector disruption