Digital transformation: Leading the way in the Dutch insurance sector
A multiple-case study within the Dutch insurance sector focused on micro-foundations of growth performance
T.M. Berntsen (TU Delft - Technology, Policy and Management)
C Werker – Mentor (TU Delft - Economics of Technology and Innovation)
Marijn Marijn – Graduation committee member (TU Delft - Information and Communication Technology)
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Abstract
This paper presents a new approach combining dynamic capabilities (DCs) theory and stages of growth model theory determining that growth leaders in the insurance sector surpass pre-digital organisations operating in traditional markets due to high embedded learning capacity. I conducted nine in-depth structured interviews with senior and director-level experts working in the Dutch insurance sector. This allows for generalisability within the Financial Services sector, being very diverse: varying between pre-digital organisations and digital enterprises. This setting provides a useful context to explore how Dutch insurance businesses individually build DCs that bring about change by exploring past, current, future transformations, and reflect on what is desired from a normative perspective. Moreover, by focusing on the underlying processes and routines, I further investigated questions related to the methods, successes, risks, and failures identified at Dutch insurance companies that trigger or hinder the development of DCs for digital transformation.