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This case study provides a best-practice example of how global insurer Aegon has started to bring about the cultural change needed to become a responsive and agile digital organization focused on the customer.


  • Digital transformation involves cultural change as much as technology change, and requires an incremental, multiyear strategy that should be defined in terms of both tangible benefits and more intangible but critical cultural outcomes.

Features and Benefits

  • Analyzes a successful example of an insurer undertaking major cultural change.
  • Analyzes lessons learned and key success factors of this transformation.

Key questions answered

  • How can an insurer become more agile and customer focused?
  • What is the model needed to bring about cultural change?

Table of contents


  • Catalyst
  • Ovum view
  • Key messages


  • Recommendations for insurance carriers

Building an agile culture in Aegon

  • Setting the business context
  • Beginning the process of cultural change at Aegon
  • Outcome assessment

Lessons learned

  • cXstudio needs to be seen as a radical departure from the organization's norm
  • Articulate a roadmap with clearly defined interim goals reinforced by tangible early benefits
  • Cultural change will not be uniform across the organization


  • Author

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