Simplify, Innovate, Lead: The Modern approach to Tech and Business

Karthik: Hello, everyone, and welcome to another episode of the Zinnov Podcast Business Resilience Series. I’m Karthik Padmanabhan, Managing Partner at Zinnov and your host for today. I’m excited to be joined by Kamal Natarajan, SVP of Allstate Technology Solutions. Kamal has had a distinguished career in technology transformation, working across multiple organizations to drive innovation, build teams, and lead Allstate toward becoming a tech-driven company.

Kamal, you’ve had an incredible career spanning over two decades. Could you take us through your journey to where you are today?

Kamal: Thank you for having me. I appreciate the opportunity to represent Allstate. My journey in technology spans over 20 years. I was born and raised in Mumbai, India, and pursued my undergraduate studies there before heading to the U.S. for my graduate degree in computer science, followed by an MBA.

My first job was at Otis Elevator Company, where I worked as an intern and later a full-time employee, focusing on technology-driven solutions for elevators. That experience taught me how to make technology relevant and easy to implement.

I spent 13 years at Otis, then moved to Terminix as CIO for two years before joining Allstate, where I’ve been for over nine years in various roles. I initially served as CIO for Roadside Services, then transitioned to the Claims division, where I led digital transformation efforts. Today, I head technology for Allstate’s insurance businesses across the U.S. and Canada, as well as our global in-house center, Allstate India, which I’m currently visiting.

Karthik: Business and technology are now inseparable. You play a key role in shaping Allstate’s future through technology. How do you approach that responsibility?

Kamal: The key is not to lead with technology but with desired outcomes and customer experiences. Many leaders make the mistake of focusing solely on technology, but it’s really about simplifying customer interactions. My mother taught me that if you can’t explain something simply, you probably don’t understand it well enough. That principle has guided me—whether in technology or business—to prioritize clarity and simplicity.

Karthik: Technology is constantly evolving. How do you decide which innovations to invest in?

Kamal: The key is not to chase technology but to focus on its impact. Engineers, by nature, look for ways to automate mundane tasks. At Allstate, we’ve become very agile in deploying solutions quickly. We’re using Gen AI not just in theory but in real applications—like summarizing conversations and enhancing voice experiences with AI-powered assistants that still prioritize empathy.

For instance, when a customer reports an accident involving a loved one, our AI can prompt call handlers to lead with empathy rather than immediately asking procedural questions. That kind of innovation drives our work.

Karthik: Can you share an example of how customer expectations are shaping your innovations?

Kamal: Absolutely. Traditionally, Allstate operated through exclusive agents with brick-and-mortar offices. While agents remain a key channel, customer preferences are shifting.

Our Transformative Growth program focuses on five pillars: expanding customer access, improving value, increasing sophistication in customer acquisition, building new technology ecosystems, and transforming our organizational culture. We are making insurance more accessible through multiple channels, ensuring flexible, customized coverage, and building faster, more responsive technology systems.

Karthik: Your Allstate India center has grown significantly. How does it fit into your global strategy?

Kamal: Allstate India is core to our operations—not just as a cost-saving measure, but as a strategic hub. We’ve transitioned entire functions to India, not just technology but also claims and shared services. The diverse perspectives from our teams here enhance our ability to innovate. The talent is exceptional, and we focus on nurturing it by empowering our employees rather than micromanaging them. Our approach is to present challenges and let smart, curious minds solve them.

Karthik: What advice would you give to future leaders?

Kamal Natarajan: Become the person who knows how to get things done. Technical skills are important, but what sets leaders apart is the ability to execute. If you’re the person people can rely on to solve problems and deliver solutions, you’ll always be relevant.

Karthik: Any bold predictions for the future?

Kamal: The role of CIOs will fade. Technology will be so embedded in every function that every leader will need a strong technology quotient—not in coding, but in leveraging technology effectively. Gen AI is transforming industries, reducing the need for human intervention in routine tasks, but humans will still need to direct and shape how AI is used.

Karthik: That’s a powerful insight. The world is becoming more technology-driven, but the focus remains on simplifying processes and improving customer experiences. Kamal, thank you for sharing your perspectives.

Kamal: Thank you for having me.