In this episode of Scouting for Growth, Sabine VanderLinden sits down with Manish Shah, President and Chief Product Officer at Majesco, to explore the rapidly changing landscape of insurance core systems.  Together, they examine how AI is shifting the industry from being purely a protector to one that also focuses on prevention and dynamic participation. The conversation covers everything from the persistent protection gap and the urgent need for behavioral—not just technological—transformation in insurance to the practical realities and fears surrounding the implementation of agentic AI systems.  Manish Shah shares actionable insights on overcoming internal resistance, building trust with customers, and the importance of leadership courage. Throughout, listeners will gain an insider’s view on how insurance models are transforming and what sets bold, future-ready leaders apart. KEY TAKEAWAYS I was delighted to welcome Manish Shah to explore how the insurance industry is being transformed at its core. Our discussion began with the fundamental premise that insurance is built on trust and a promise of protection—yet today, both are being challenged by shifting customer expectations, legacy systems, and the rapid evolution of AI technologies.  Manish emphasized that closing the protection gap is not merely an issue of customer education but primarily a challenge of product and experience design. If customers do not understand or value our offerings, it's a failure of design, not comprehension. We agreed that the path to genuine transformation must be grounded in a behavioral shift—beyond technology upgrades or business process reengineering. Transformation executives must start by listening deeply to customers, adapting to their evolving needs, and fostering a culture that is not afraid to take bold risks rather than settle for incremental change. The conversation also delved into how AI, when embedded into the core—not bolted on as an afterthought—can help insurers move from process-led to truly human-centered operations. This enables better capacity, more personalized experiences, and the ability to anticipate rather than react to customers’ needs. Crucially, Manish Shah articulated the importance of trust, transparency, and auditability in the AI era: true trust is built through consistent, clear, empathetic engagement, supported by AI that augments—not replaces—human judgment. The insurers that will thrive in the next 3-5 years are those who are brave enough to rethink their business models, leverage intelligent, agentic cores, and prioritize behavioral change.  The future belongs to those willing to become active partners in their customers' lives, focused on prevention, participation, and peace of mind. BEST MOMENTS “If our customers don’t understand or see the value in the product, then it is a design problem. It’s not really a customer problem or an education problem. “Trust is built in small moments, not in any marketing material or strategic deck.”  “If we can actually execute well as an industry, insurance should feel more like a proactive safety net than a just reactive payment mechanism.”  “The brave ones… are those who are willing to rethink their business model and not just the tech stack.”  ABOUT THE GUEST  Manish Shah is the President and Chief Product Officer at Majesco, a leader at the intersection of technology, product strategy, and insurance industry expertise.  With over 30 years in the insurance sector, Manish Shah has been both a witness and a driver of major transformation, from the analog days of the industry to today’s AI-driven innovation. He is particularly passionate about embedding intelligence into the foundation of insurance operations—not just talking about AI, but delivering it as an engine of change.  At Majesco, Manish Shah oversees strategy for their cloud-native, intelligent core platform, with a special focus on agentic workflows, operational effectiveness, and preparing insurers for future challenges and opportunities in P&C, Life, Health, and Benefits. If you want to connect with Manish Shah, he encourages open dialogue and learning across the industry. ABOUT THE HOST Sabine VanderLinden is a corporate strategist turned entrepreneur and the CEO of Alchemy Crew Ventures. She leads venture-client labs that help Fortune 500 companies adopt and scale cutting-edge technologies from global tech ventures. A builder of accelerators, investor, and co-editor of the bestseller The INSURTECH Book, Sabine is known for asking the uncomfortable questions—about AI governance, risk, and trust. On Scouting for Growth, she decodes how real growth happens—where capital, collaboration, and courage meet. If this episode sparked your thinking, follow Sabine VanderLinden on LinkedIn, Twitter, and Instagram for more insights. And if you’re interested in sponsoring the podcast, reach out to the team at [email protected]