Change Management Case Studies

It is the most random insights that click and help companies unlock better customer experience. This is something I have learned time and again while working with Policybazaar. So, interesting story - We noticed that the group health insurance claims were going very high for our customers. At first glance, this seemed normal. People get sick, accidents happen, right? But when we dug deeper, we found a pattern: a lot of these claims were coming in because people had no idea something was wrong until it was too late. I don’t know why, but for some reason getting routine medical checkups is not common in our country. A lot of us don’t know what is going on in our bodies. We might feel fine, but health issues like high cholesterol, blocked arteries, or a weakening heart don’t always come with a warning sign. By the time something serious happens—boom—an insurance claim. So, we thought, why not catch these issues before they turn into emergencies? That’s exactly what we do now, making it easier for companies to care for their people. Whether employees are working from home or in the office, we help them understand their health through annual checkups right at their workplace. We’ve partnered with health providers to run these checkups, and our team brings the doctors and support staff, ensuring employees get their results quickly and can take action if needed. Let’s look at an example to understand how this helps: Someone finds out during a regular checkup that their cholesterol is high, or maybe an ECG hints at a potential heart issue. With that knowledge, they can take simple steps. Maybe lifestyle changes, or medication - before things escalate into a situation where they’re in a hospital bed facing something as frightening as a heart attack. Prevention is, after all, far better than cure. It’s not just about reducing claims. It’s about showing care and making sure people don’t have to wait for a crisis to know what’s going on with their health. Because when we understand our health better, we can live better. And that’s the kind of impact we want to have. #grouphealthinsurance #preventivehealthcare #employeebenefits #PolicybazaarforBusiness

Some case studies in leadership stay with you long after you’ve read them because beyond showcasing strategy, they reveal character. When the aviation industry came to a standstill after 9/11, most airlines responded with layoffs and cost-cutting. Southwest Airlines chose a different path. They kept every single employee on their payroll. They even provided profit-sharing. At a time when panic could have dictated decisions, they leaned into trust. They treated everyone: from cabin crew to ground staff to stranded passengers as essential to the recovery. That choice wasn’t just an act of kindness. It was leadership in its truest sense. Because leadership is tested not when things are easy, but when storms hit. It’s about reminding people that they matter, that they belong, and that they are trusted to help steer the ship through turbulence. The result? Loyalty deepened. Morale strengthened. And the company emerged more resilient than ever. Southwest’s story is a reminder: leadership is not simply about managing through crisis; it’s about choosing humanity when it would be easier not to.

We were killing it for our clients... right up until we nearly crashed the entire project. Here's why... 👉 Tailored software project? ✅ Tight deadline? ✅ Multiple clients at the same time? ✅ A hyper-focused "client comes first" mindset? 100%! Unfortunately, that focus was SO intense that we nearly created a major bottleneck with another key stakeholder nearing capacity, with deadlines missed on an existing task that was essential for our client's launch feature, almost throwing the entire project off track! Missed dependencies nearly blew the whole scope wide open! Realizing the potential scope impact, I swiftly conducted a stakeholder evaluation. The findings revealed the strain on our key contractor. Lesson learned - it's not just about customers; all stakeholders matter! I reshaped our strategy, incorporating key stakeholder constraints into the plan. Communication became key – sharing customer requirements and aligning with stakeholders transformed our approach. 👍 The result? Successful project delivery achieved within budget and on time, with the following three lessons learned to share: 1️⃣ Stakeholder identification isn't a "do it once" task. Ongoing evaluation catches hiccups BEFORE they become disasters. 2️⃣ "Client Satisfaction" tunnel vision is a real "bad" risk. It's stakeholders (Plural, internal and external!) - each has requirements that make or break our outcomes. 3️⃣ Project Management IS dynamic communication. Sharing how client changes impacted others gave us room to re-plan and hit even those aggressive goals. Have you ever been so client-focused that you risked the whole project? Share your lessons learned (we all have some!) below 👇

💳 When Cards Failed, Trust Paid Off Saturday evening, Denmark and Sweden were hit by a major payment system crash. Cards stopped working. Nationwide. Suddenly, all the digital tools we rely on… went dark. Denmark and the Nordics are traditionally known for a very high level of society trust, but some organizations more than others. But what happened next? That’s where the real leadership story begins. 🚗 Two Bridges, Two Mindsets The two major crossings—Øresund Bridge and Storebælt Bridge—responded in very different ways: 🔹 Øresund Bridge (Swedish side) opened the gates. They let drivers pass without paying, recorded license plates, and sent invoices later. 🔹 Storebælt Bridge, in contrast, held cars back or made people wait for systems to come online (3 hours)—prioritizing the process over flow—resulting in a huge loss of image account. One led with trust. The other led with control. And here’s the result? Drivers paid their invoices. No chaos. No mass non-compliance. Just people keeping promises—because trust had been extended first. Festivals, Restaurants & Shops Did the Same At the Grøn Festival (A big music festival), food and drink vendors served customers—even when payments couldn’t be processed. They trusted people to pay later. Many did. (A few didn't, but compare the lost revenue by not selling anything, compared to writing off a few none-payers) In cafés and small shops, staff took names, snapped photos of IDs, and let guests walk out without paying on the spot. Why? Because relationships mattered more than rigid rules. A favorite comment from Reddit: “If the payment system is down, they take my contact info, and I pay later. No drama. That’s how we do it.” What’s the Real Lesson? This wasn’t about technology. It was about human systems. ✅ People honored their obligations—when trusted to do so. ✅ Organizations that focused on continuity, not control, won both respect and results. ✅ And in crisis, those with SMARTnership thinking stayed fluid and future-focused. 🧭 Ask Yourself: If your system fails, do you have a trust infrastructure to fall back on? Do your teams have the autonomy to act in alignment with your values? Are you building relationships that can withstand moments of uncertainty? In a world that automates everything, it’s easy to forget: When the system breaks, it’s the relationship that holds. Let’s design businesses, trust —and negotiations that reflect that. #SMARTnership #Trust #Leadership #CrisisManagement #CustomerExperience #OresundBridge #StorebæltBridge #GrønFestival #BusinessContinuity #Negotiation #Resilience #RelationshipCapital

A few years ago, I consulted for two companies in the same industry. Both had similar products, similar market share, and similar resources. But their cultures couldn’t be more different. 📍 𝗖𝗼𝗺𝗽𝗮𝗻𝘆 𝗔 — Every manager guarded information like treasure. Departments worked in silos. Mistakes were punished, not discussed. People avoided taking ownership because they feared the blame. 📍 𝗖𝗼𝗺𝗽𝗮𝗻𝘆 𝗕 — Leaders encouraged open conversations. Wins were celebrated as team victories. Mistakes were treated as learning opportunities. People volunteered for responsibilities because they felt trusted. Fast forward 3 years — Company A is struggling with high attrition, missed deadlines, and a demotivated workforce. Company B? They’ve grown 3x, attract top talent, and have employees who act like owners. The difference wasn’t strategy, funding, or technology. It was the 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 𝘁𝗵𝗲𝗶𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗰𝗿𝗲𝗮𝘁𝗲𝗱 — one became their greatest asset, the other their biggest burden. As leaders, every policy we make, every reaction we give, every behaviour we reward… …is shaping the culture we’ll live with tomorrow. The question is — 𝘄𝗵𝗮𝘁 𝗸𝗶𝗻𝗱 𝗼𝗳 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 𝗮𝗿𝗲 𝘆𝗼𝘂 𝗯𝘂𝗶𝗹𝗱𝗶𝗻𝗴 𝘁𝗼𝗱𝗮𝘆? More Leadership stories: https://lnkd.in/gDHpyyFV #Leadership #CompanyCulture #WorkplaceWellness #TeamManagement #RajatRKKhatri #HappinessAtWork

Two leaders. Same market chaos. Completely different outcomes. Both faced identical challenges in 2025: geopolitical uncertainty, restructuring pressure, shrinking opportunities. One continued to be the market leader. The other lost their market leader position and best people. The difference? How they responded to stress. Leader A panicked. Targets missed? Blame someone. Team struggling? Issue warning letters. One team member told me: "I stopped suggesting new ideas because I watched colleagues get written up for 'failed initiatives.' We all just kept our heads down." The result: A revolving door. Talent fled to competitors. The remaining team spent more energy protecting themselves than serving customers. Leader B took a breath. Targets missed? "What did we learn?" Team struggling? "How can I support you better?" When their biggest client campaign flopped, they stood up in the team meeting and said: "This was my call. Here's what I got wrong." The result: Zero resignations. Market leadership while competitors flailed. Here's what I've learned working with both teams: ⚠️ ⚠️ Fear-based leaders think they're driving performance. Actually, they're killing innovation. When people are afraid to fail, they stop trying anything new. 💟 💟 Trust-based leaders understand that psychological safety isn't soft. It's strategic. Teams that feel safe to experiment, fail, and learn will outperform those paralyzed by perfectionism. In COMB, we help teams identify what's blocking them: ❎ the old stories about failure, the cultural beliefs about "keeping your head down" ❎ the generational patterns of command and control ❎ destructive conflict which keeps one another in silo, burn out and causing lose-lose-lose We replace these with a collaboration code built on care, wellbeing, and genuine trust. The result? People stop hiding their mistakes and start learning from them. Innovation happens. Performance follows. Not easy as we are working from deep within those beliefs but learnable, followable and highly applicable. This matters more in 2025 than ever. We can't afford to lose talent. We can't afford teams afraid to adapt. The market rewards courage, not compliance. Which leader are you being right now? #trustbasedleadership #psychologicalsafety #COMB #leadership #teamperformance #cassandracoach

Most policies don’t protect people, they protect the system from trusting them. One person messes up and a new policy is born. Not to fix the root cause, but to make sure it never happens again. Soon, you’re not managing performance. You’re managing fear. Buurtzorg Nederland, the Dutch healthcare rebel, did the opposite. They removed middle managers, job descriptions, and HR manuals. Self-managed teams made the decisions, and trust made it work. That challenged me. So when we worked with a construction client in Doha, we asked: What if the policies were the problem? The team was buried in approvals and process. I had my doubts. One supervisor asked, “If we remove the rules, what if someone takes advantage?” Another said, “This won’t work here. We’re not Buurtzorg Nederland.” We didn’t push. We listened. Then we rewired: → Brain-based safety cues → Co-created Trust Charters → Weekly feedback spaces Some leaned in. Others waited unsure if this was just another HR fad. One team went too informal and missed key handovers. We course-corrected. That’s when we saw the truth: Trust isn’t a tool. It’s a muscle. Built conversation by conversation. By week six, a quiet foreman — the one no one expected suggested a workflow change. It was adopted across divisions. No one gave him permission. No one needed to. Because trust made him feel he could. It’s still imperfect. But today, there are fewer policies and more ownership. That feels like a culture shifting. What’s one policy your team follows that no one truly believes in? Let’s explore what trust could do instead. #neurogetics #renergetics

🚨Are insuring personal auto? 🚨 🤔Are you selling services based on a dashcam to your policyholder? Have you ever tried? 🤷🏻♂️ 🤔 Are you providing a structured mobile-based behavioral change approach to promote safer driving behaviors? Have you ever tried? 🤷🏻♂️ I’m extremely proud of this article written with Robert Pick about the Tokio Marine successes with #IoT around the world, and I’ve mentioned part of it in all my meetings on auto telematics over the past couple of months Let’s give you the context: I’ve worked on auto telematics for more than a decade many markets around the world. So, I’ve delt with the biases of any of these markets. Any discussion I had with Japanese insurance executives (before 2017) was pretty tough: low appetite for UBI due to normative restrictions in the pricing differentiating. Long story short today there are millions of telematics policies in Japan: - assistance sold for a monthly fee (based on a dashcam) - reward-based behavioral change programs (using the smartphone as telematics device) Tokio Marine has been a protagonist of this market change in a few years: 1️⃣ “Since 2017, the company has sold the Drive Agent service–based on a constantly connected camera with AI at the edge—to its current auto policyholders. For a monthly fee of $4-$6, this multi-award-winning service, provides: - A record of crash events, protecting drivers against third-party actions. - The dispatch of proactive assistance, such as an ambulance, for severe impacts, which can mitigate the consequences of an incident that has happened. - Alerts to mitigate risky situations in real-time.” “This connected portfolio has already reached one million users” Results: 🔹“a 13 percent reduction in the claim frequency emerges comparing the claims of this group of policyholders before and after using the service” 🔹” The recorded videos and telematics data are also used for claim management. AI is used to reconstruct the accident situation, providing valuable assistance to claim handlers. This methodology has enabled the carrier to curtail the time required for accident resolution by 15 percent, enhancing the client experience while concurrently affecting cost savings for the company” 2️⃣ “Tokio Marine's subsidiary E.Design Insurance Co., Ltd., (EDSP) introduced an app and tag telematics auto insurance focused on improving driving behaviors” “The product uses the constant flow of driving data to provide trip reports to the policyholder, create awareness about the risky situations, and reward safe driving habits with perks such as coffee, ice cream, etc. at Starbucks and other affiliated stores” Results: “the accident rate for drivers who engaged in the “driving themes” was lower than that for drivers who did not. Also, higher (better) driver scores correlate with lower accident rates” When you start to consider #telematics a capability (instead of a product) a new set of opportunities is unlocked #iotinsobs

After 100 calls with many insurance companies, one trend was clear: they lose millions annually to fraudulent claims. The Coalition Against Insurance Fraud (CAIF) estimates that insurance fraud costs the US $308.6 billion annually. These claims slip through manual review processes due to human error. A mid-sized regional insurer built a new review process using Pulse’s OCR models that goes beyond simple data extraction: - Automatically flags inconsistencies between written statements and - submitted photos - Identifies suspicious patterns like identical damage descriptions across multiple claims - Detects unusual timing patterns that suggest staged accidents - Cross-references medical terminology with reported incidents to validate treatment necessity Business impact in the first few months of deployment: already a 10%+ reduction in fraudulent payouts and 67% faster processing for legitimate claims, leading to millions of annual savings. Excited to see what everyone’s building with Pulse!