Itsumo Nando Demo Piano Version - Chihiro - Spirited Away Soundtrack

Using generative AI to improve CX and meet regulatory requirements in insurance

Insurance is a challenging market to be operating in these days. A perfect storm of the squeeze on household budgets, rising costs when handling claims, and new regulation, mean many insurers are struggling to stay afloat and remain competitive.

Rashed Younas is the insurance practice lead at The Dot Collective, which helps organisations make smarter use of their data. During his chat with Zoe Cunningham, Rashed shares some of the ways he’s seeing forward-thinking insurers use their data intelligently, to navigate these choppy waters.

From generative AI, to single view of the customer, he paints a (perhaps surprisingly) positive outlook for insurance companies.

Using generative AI to improve CX and meet regulatory requirements in insurance

踏蒼穹(《獻魚》弒神曲)

Nắng Ấm Trong Tim

Đến Sau Những Lần Đau

Đến Sau

Low G - In Love (ft. JustaTee)

For the 20th anniversary of Design Matters, Debbie Millman revisits past interviews with technology pioneers Bill Moggridge, Jason Kottke, Anil Dash, and Kevin Kelly. These excerpts reflect on how technology emerged, how it shapes the way we live, and how these early thinkers imagined the future unfolding.

20th Anniversary celebration with technology pioneers Bill Moggridge, Jason Kottke, Anil Dash, and Kevin Kelly

For the 20th anniversary of Design Matters, Debbie Millman revisits conversations with theatre designers David Korins, Ina Mayhew, David Rockwell, Es Devlin, and Dane Laffrey. From Broadway landmarks to innovative film and live performance design, these excerpts reveal how sets and spaces shape emotion, deepen story, and draw audiences into the moment.

20th Anniversary celebration with theatre designers David Korins, Ina Mayhew, David Rockwell, Es Devlin, and Dane Laffrey

Why do technology projects get so messy even when they start with clear plans and enthusiastic teams? And what can leaders do to navigate the chaos in the middle?

In this episode, Zoe Cunningham speaks with Rachael Morgan, an experienced Head of Technology. She has worked in different industries from the NHS, betting and gaming, and is currently in finance. 

They explore the messy middle of tech delivery. Drawing on experience across the NHS, Sky Betting and Gaming, and now Flutter, Rachael explains why delivery challenges rarely come from the technology itself, but from people, process choices, and the complexity of real organisational ecosystems.

Rachael shares practical insights from leading six global data engineering teams, including how to strike the right balance of process, how to understand and use individual strengths within a team, and why continuous communication is essential when navigating uncertainty.

🔎 You’ll learn:
• What the “messy middle” is and why every technology project encounters it
• Why humans, not technology, are the real drivers of delivery success
• How process frameworks help, hinder, and grow unintentionally over time
• The risks of over-processing and under-processing in regulated environments
• How leaders can use metrics and communication to spot real delivery risks early
• Why understanding your team and understanding yourself sit at the core of effective leadership
• How reflection helps leaders manage emotion, complexity, and decision making

💡 Whether you lead engineering teams, manage digital projects, or work anywhere near technology delivery, this conversation offers practical and thoughtful guidance for handling complexity with confidence.

⸻

Timestamps
00:00 – Introduction
01:11 – Rachael’s career journey through NHS, gaming, and data leadership
03:52 – What the “messy middle” means in tech delivery
07:07 – Why technology is binary but delivery is human
08:47 – Process frameworks, complexity, and making the right choices
11:30 – How much process is “just enough”?
14:18 – Learning from other leaders and industries
20:01 – Is Agile the answer?
21:18 – Humans are messy, and that is a strength
23:56 – Understanding individuals and leadership at scale
24:48 – How to tell normal problems from real project danger
28:11 – Why leaders must understand themselves

⸻

🎧 Listen to The Digital Lighthouse:
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#TechLeadership #DigitalDelivery #EngineeringManagement #ProjectDelivery #RachaelMorgan #TheDigitalLighthouse #ZoeCunningham #FlutterEntertainment #MessyMiddle #Softwire

Navigating the messy middle of technology projects with Rachael Morgan

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Việt Nam Những Chuyến Đi

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The Digital Lighthouse is a podcast for CTOs and other tech leaders looking to navigate their organisation through endless disruption and turbulence. Packed full of real life stories and insights, this podcast serves as your guiding light - wherever you are in your journey and whatever challenges you face.

Using generative AI to improve CX and meet regulatory requirements in insurance

The Digital Lighthouse

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