People strategy is non-negotiable
Technology adoption always succeeds or fails based on people. Kane stressed that “the people strategy is equally as important as any of the other strategies that we’re looking at.” The rollout mirrors how Zurich approached previous AI tools like Copilot: start with individuals experimenting and learning, then scale to team-level applications. For agentic AI, this means training employees not just to use agents, but to train, manage, and orchestrate them. The workforce isn’t being eliminated; instead, workers are moving up the value chain from executing repetitive tasks to overseeing intelligent automation.