Insurance in the age of orchestration: Lessons from ServiceNow
The Underwriting Intelligence PodcastShow Notes
In this episode of the Underwriting Intelligence Podcast, Amrit sits down with Nigel Walsh, Global Head of Insurance at ServiceNow, to explore the evolving role of technology, AI, and workflows in the insurance industry, and why orchestration, focus, and execution matter more than hype.
With deep experience spanning consulting, Big Tech, and enterprise software, Nigel brings a unique perspective from both sides of the table. He has led large-scale insurance transformations at Deloitte and Capgemini, guided insurers through cloud and AI adoption at Google, and now helps organisations leverage ServiceNow’s platform to modernise complex workflows, orchestrate systems, and unlock real business value.
In this episode, Amrit and Nigel dive into: What a workbench is today How insurers can balance software flexibility with operational realities, and when to orchestrate versus build from scratch Lessons from big tech on experimentation, risk-taking, and fostering innovation at scale in highly regulated industries The evolution from AI experimentation to focused, workflow-driven adoption, and the future of AI agents as part of teams The enduring challenge of designing workflows that respect the complexity, heterogeneity, and evolving nature of insurance
Whether you’re an insurance executive, insurtech founder, enterprise software leader, or investor navigating AI and transformation, this conversation offers a grounded, experience-led perspective on how technology, workflows, and culture combine to deliver real impact in the insurance industry.
More from The Underwriting Intelligence Podcast
In this episode of The Underwriting Intelligence Podcast, Amrit sits down with Sima Ruparelia, President and Active Underwriter at Niyam, to explore what it takes to build a modern insurance company from the ground up and why India may represent one of the most significant growth opportunities in global insurance today.
In this episode of The Underwriting Intelligence Podcast, Amrit sits down with Kevin Hicks, AI Transformation and Service Delivery Executive at Capgemini and former AI leader at AIG, to explore how artificial intelligence is fundamentally reshaping insurance operations, technology strategy, and enterprise decision-making.
In this episode of The Underwriting Intelligence Podcast, Amrit sits down with Scott Stephenson, former Chairman, President and CEO of Verisk, and currently Chairman to One Inc. to explore what it really takes to build enduring data and analytics businesses in insurance and why the rules of competitive advantage are rapidly changing in the age of AI.
In this episode of The Underwriting Intelligence Podcast, Amrit sits down with James Orchard, CEO of QBE Ventures, to explore how insurance investments in technology can really work, and why most approaches fall short.
In this special episode of The Underwriting Intelligence Podcast, Amrit sits down with Mark Geoghegan, founder of The Voice of Insurance podcast, to explore the intersection of journalism, insurance, and how the industry really works beneath the surface.