Aegon advances an AI-powered working model to improve productivity, efficiency, and innovation
In a context where digital transformation in the insurance sector demands greater agility, efficiency, and analytical capabilities, Aegon has taken a decisive step toward a generative AI-based operating model.
NTT DATA provided strategic support as Aegon modernized its digital workplace through the adoption of M365 Copilot and the development of intelligent agents, integrating AI into corporate processes to enhance productivity and accelerate innovation.
Business need: scaling adoption and turning AI into a strategic asset
Following an initial M365 Copilot pilot, Aegon identified the need to extend adoption to a larger number of professionals, ensuring consistent, secure use aligned with the business.
Aegon needed more than new technology. The company had to drive a deep cultural shift, supported by practical training, responsible-use criteria, and internal capabilities that would enable it to evolve toward an intelligent agent-based model.
Solution: structured adoption with end-to-end support
NTT DATA designed and implemented a comprehensive program combining consulting, specialized training, continuous support, and change management to ensure strong, measurable, and results-oriented adoption.
The initiative was structured around three core pillars:
1. Expanding M365 Copilot adoption
- Practical training applied to real tasks.
- Specialized workshops on productivity, analysis, and content generation.
- Identification and quantification of business-aligned use cases.
- Creation of an active community of “Copilot users.”
2. Advanced training in Copilot agents
- Training in the design, creation, and evaluation of generative AI-based agents.
- Use of tools such as Copilot Studio Full and Copilot Studio Lite to build specific solutions supported by corporate content.
- Identification of 98 use cases in key areas such as Operations, IT, Legal, and Strategy & Digitalization.
3. Cultural change and sustainable adoption
- Structured adoption framework with criteria based on security, responsibility, and efficiency.
- Continuous impact measurement through metrics such as NPS in sessions and workshops.
- Strategic guidance to transform generative AI into a strategic corporate asset.
Results: measurable productivity and real competitive advantage
The progressive adoption of Copilot and the evolution toward intelligent agents have delivered tangible benefits for the organization:
- More than 60% NPS in sessions and workshops.
- 91% of professionals say they would miss their M365 Copilot license.
- 98 use cases identified in key areas.
- Development of the first corporate agents integrated into internal processes.
Thanks to the Copilot adoption program, in which we invested a total of 51 hours of training, with an average of 150 participants per session and 10 people per workshop, we have been able to guide the organization in implementing it for daily use in specific situations. Copilot has become a strategic ally, enabling us to access more structured data for decision-making, anticipate needs, and free up time for what truly matters: people and meaningful conversations. The adoption of M365 Copilot has boosted our productivity and responsiveness, turning technology into a real competitive advantage, managed as a cultural change program that we must continue to build on.”