In this interview at the ServiceNow Knowledge 25 event, Tom Smith sits down with Dan Stanovich, RGM, Americas Insurance, Life BPS, DXC Technology, to share how DXC Technology is leveraging ServiceNow’s AI-powered platform to streamline life insurance operations, cut costs, and improve customer experiences.
Highlights
Introduction and Overview of DXC Technology (00:24)
Stanovich explains that DXC Technology is a large technology services company, and its Insurance Software & BPS division is one of the largest software and BPS services providers for insurers globally. The ServiceNow partnership focuses on the insurance division, making DXC one of the largest software and BPS service providers for insurance globally.
Partnership with ServiceNow and Initial Steps (01:18)
DXC evaluated various workflow technologies, ultimately selecting ServiceNow due to its superior technology and single-instance view. The partnership was based on mutual values, trust, and the potential for AI and automation capabilities. The goal was to simplify the environment and leverage ServiceNow’s AI capabilities, which DXC could not match on its own.
Value Added Services and Transformation (03:03)
Stanovich explains the combination of DXC’s industry knowledge and ServiceNow’s technology. DXC brings insurance industry IP, understanding customer processes, and products, while ServiceNow provides a powerful technology platform. The partnership aims to transform the life insurance industry by simplifying and modernizing legacy systems.
Adoption of AI and Organizational Change (04:48)
Stanovich believes the insurance industry is more ready than ever to adopt AI. DXC is already implementing the new solution in its BPS business to demonstrate its effectiveness and credibility. The implementation will show AI and process simplification benefits, encouraging other firms to follow suit.
Opportunities for Agentic AI and Productivity Gains (06:19)
Stanovich explains the current inefficiencies due to disparate technologies. DXC’s team spends a lot of time managing different systems, leading to errors and poor quality. The new solution aims to simplify and automate processes, increasing productivity and allowing DXC to take on more business. The goal is to do more with fewer people, providing a better experience for both customers and employees.
AI Agent & Copilot Summit is an AI-first event to define opportunities, impact, and outcomes with Microsoft Copilot and agents. Building on its 2025 success, the 2026 event takes place March 17-19 in San Diego. Get more details.
Marketing Strategies and Customer Engagement (08:17)
Stanovich outlines two marketing strategies: outsourcing services to DXC for end-to-end control or selling Assure BPM as a SaaS solution. The SaaS solution offers pre-built workflows and integrated knowledge from DXC’s experience with 30 other customers. The implementation time for the SaaS solution is estimated to be weeks to months, providing immediate productivity benefits. The approach aims to balance the customer’s willingness to adopt new technology versus holding on to existing systems.
Addressing Organizational Challenges (09:13)
Stanovich suggests outsourcing capabilities to DXC as a solution to addressing cultural and organizational challenges around adopting new technology. Outsourcing breaks the cycle of organizational problems and allows DXC to improve processes and productivity.
Simplifying Complexity in Life Insurance (10:20)
Stanovich explains the challenge of dealing with multiple policy administration systems in the life insurance industry. The approach is to fix the top layer and simplify interactions, using the Assure BPM to connect to existing systems. This strategy allows for immediate improvements in experience, cost savings, and quality while addressing underlying system issues.
Ask Cloud Wars AI Agent about this analysis
