InsurTech Amplified spoke with Kim Pfiffner, VP and CIO of Benefits and Protection at Principal Financial Group, about her insights from her extensive 32-year journey with the company.

Throughout the discussion, Kim highlights the transformative role of technology in the insurance sector. She passionately speaks to how technology not only enhances but elevates the capabilities of professionals without overshadowing the human touch.

Drawing parallels with customer-centric giants like Amazon, Kim elaborates on the nuanced ways technology has reshaped customer experiences, both for external clients and internally within companies. She paints a vivid picture of the stark technological evolution in workplaces.

The conversation then delves into the nuances of recruiting in today’s digitally-driven landscape and the intricate dance between traditional insurance entities and burgeoning insurtech startups.

Furthermore, Kim dives into the concept of value chain innovation, emphasizing the delicate balance between innovation, risk management, and data security in the insurance world.

Concluding on a thought-provoking note, Kim stresses the importance of decision-making, reiterating the profound impact of technology in cultivating unparalleled customer experiences and molding the intrinsic culture of a company.