Developing a Digital-Savvy Workforce

As technology reshapes industries, businesses must develop a workforce that is not only digitally literate but also future-ready. Monica Caldas, the CIO of Liberty Mutual, has positioned the global insurance company to thrive in this dynamic environment by cultivating a digital-savvy workforce. Her strategic approach merges technology, leadership, and innovation to foster a culture of continuous learning and adaptability.

Here’s how Liberty Mutual is advancing its digital acumen under Caldas' guidance.

Balancing Defensive and Offensive Technology Strategies

Caldas describes Liberty Mutual’s technology approach as having both defensive and offensive sides. On the defensive front, the company ensures its systems remain secure, stable, and operational 24/7 across its global ecosystem. “Delivering on our promises at all times is critical,” Caldas emphasizes.

On the offensive side, Liberty Mutual leverages emerging technologies like generative AI to empower employees and enhance productivity. The company has embraced AI for years but is now exploring how generative models can augment employee capabilities, enabling them to tackle more complex and strategic tasks.

The Role of Curiosity in Technology Leadership

Caldas’ approach is rooted in curiosity and a deep understanding of business challenges. She emphasizes the importance of solving real problems, not just delivering outputs. This philosophy led her to personally observe workflows, such as underwriting processes in Liberty Mutual’s Canadian operations. Her direct engagement provided invaluable insights into usability challenges and operational inefficiencies.

“Whatever problem you’re solving, ensure you have the full context,” Caldas advises. This hands-on approach helps her team focus on outcomes that create genuine value.

Data as a Shared Asset: Driving Competitive Advantage

Data is foundational to Liberty Mutual’s strategy. The company has established a robust structure for data governance and data literacy, integrating these principles across the organization. A data office oversees governance, stewardship, and access, while the technology team handles engineering, platforms, and tools.

Executive data councils at both the business unit and enterprise levels ensure alignment and maturity in data management. “If we understand data better and derive better insights, it enables us to offer better products and services at greater speed,” says Caldas.

This data-driven approach has positioned Liberty Mutual to harness emerging technologies like generative AI effectively.

Executech: Elevating Digital IQ Across the Organization

One of Liberty Mutual’s flagship initiatives, Executech, equips business leaders with a deep understanding of technology fundamentals. The program demystifies complex topics such as AI, data engineering, technical debt, and legacy system modernization, fostering a cross-functional dialogue that accelerates problem-solving and innovation.

By improving digital literacy across the organization, Liberty Mutual ensures that its workforce is not only prepared for today’s challenges but also poised to tackle tomorrow’s opportunities.

Liberty GPT: Pioneering Generative AI Deployment

Liberty Mutual has made significant strides in generative AI through its Liberty GPT initiative. This internal platform serves as a safe environment for learning and experimentation, allowing employees to explore AI’s potential in their daily work.

The journey began 18 months ago and has unfolded in three phases:

1. Foundation Building: Establishing a Responsible AI Steering Committee, developing frameworks, and creating partnerships.

2. Use Case Development: Identifying and prioritizing over 200 use cases, including summarization and Q&A capabilities.

3. Scaling: Deploying Liberty GPT to 25% of employees, with 10 use cases already in production.

This structured approach ensures responsible AI implementation while maximizing productivity and innovation. Liberty Mutual is also exploring AI’s role in engineering automation, aiming to transition from human-led to machine-led processes for repetitive tasks.

Preparing for the Next Frontier

As Liberty Mutual’s AI journey evolves, the focus is shifting to reference architecture and the strategic use of large and small language models. The company aims to move beyond isolated use cases to transform entire processes, positioning itself as a leader in the next wave of technological innovation.

Caldas encapsulates the company’s proactive mindset: “We will not sit on our hands to wait and see.”

Key Takeaways for Building a Digital-Savvy Workforce

1. Curiosity-Driven Leadership: Encourage leaders to immerse themselves in business challenges to understand problems deeply.

2. Data Literacy: Foster a shared responsibility for data across all functions, enabling better decision-making and innovation.

3. Continuous Learning: Implement programs like Executech to demystify technology and elevate digital acumen across the organization.

4. Responsible AI: Balance innovation with governance through structured frameworks and phased rollouts.

5. Proactive Transformation: Embrace a forward-thinking approach to technology adoption, ensuring readiness for future challenges.

Under Monica Caldas’ leadership, Liberty Mutual is not only enhancing its operational capabilities but also setting a benchmark for how organizations can navigate the complexities of the digital age with agility, innovation, and purpose.