Game-changing organisations are those that prioritise their people. As we move into  2025, a year in which Virtuoso QA will see major milestones hit and progress achieved,  processes and practices we can implement to put our people first remain front of mind. 

Being presented with a Breakthrough Culture award, a commendation, as the awards  committee phrases it, for “forward thinkers that redefine what it means to be a ‘People  First’ organisation”, has been a vindication of everything we at Virtuoso QA have tried to  achieve. We have consciously promoted a culture of respect, support, and public  appreciation for one another’s efforts.  

2025, however, could well have a profound impact on what it means to be a People First  organisation, in our sector and yours. There are process elements within the day-to-day  work of the insurance industry that could well be performed by AI and that seismic shift  is going to gain momentum in the next twelve months. Employers need to be honest  with themselves and understand that AI is going to change everything from an  employment point of view. The sugar-coated view is that the same people within the  insurance industry will simply assume different roles, but the fact needs to be faced that  AI, and particularly agentic AI when we are thinking about insurance, will undoubtedly  impact employment. I have no doubt the insurance sector will adapt, but delaying its  adoption and being fearful won’t help insurance companies deal with it.  

It is important to remember however that in mitigation, AI in itself is increasing  productivity within the insurance sector. People are able to accomplish 25% more than  they did. 

So how have we been able to establish a Breakthrough Culture and what tips can we  offer for those contemplating integrating agentic AI and handling the resulting  employment fall-out?  

Transparency and authenticity are key, along with consistency in message. There is  genuine alarm about AI technology in all its forms, not simply agentic, taking jobs, and  pretending that it is not happening, (or not here, or not now), is short-term and  patronising. Demonstrating opportunities, offering training and ultimately being honest  about the direction of your business and where AI fits in provides both reassurance and  a clear opportunity to grow. One of the best ways to build trust is to develop an Ask  Anything mentality, using exec Q&As to promote the idea that no question is off the  table. In addition, demonstrate that you care more about your people than about your 

tech. It may be seen as surprising, coming from a business that has used GenAI since  2018, but we believe that’s how we have built a place for people to thrive.  

AI integration is going to be an evolution as well as a revolution. It has the potential to  have more of an impact in a shorter time frame than the industrial revolution of the  eighteenth century. That evolution will affect the job market and candidates are going to  have to adapt, learn and embrace AI tools and analysis to give themselves the best  chance of grappling with and exploiting the opportunities offered. This applies to  non-technical roles also.  

At the same time though, essential human skills such as communication, diplomacy,  empathy and negotiation are not anything that can be replicated by AI and there will be  key opportunities for insurance professionals with an understanding of not only the  regulatory requirements surrounding AI but its ethical implications in the field.  

Denial about the oncoming change is futile, and fear-mongering is negative and  ultimately pointless. It is also unwise to underestimate the impact AI will have on all  aspects of the insurance sector. By becoming an early-adopter, you are giving your  organisation time and space to adapt your business model to become as productive as  possible, in as pain-free a manner.

About the author: As Chief Executive of Virtuoso QA, Derren Nisbet is leading the world’s first quality-first revolution. His goal is to encourage companies to adopt disruptive technologies that will drive significant return of investment. With Virtuoso QA being the only enterprise-ready application on the market, Derren has first-hand experience in watching AI become more impactful than any technology preceding it. Prior to Virtuoso QA, Derren has spent the past 30 years working in technology sales for the likes of PTC, BEA Systems, and Ceridian before moving into leadership roles at Oracle, Unit4, and OpenText.