Innovations in process and organizational structure as bases for Digital Transformation: a case in the Brazilian insurance market

Abstract

This technological article presents the case of a national insurance company with more than twenty years of experience specializing in Corporate Insurance that, in 2018, positioned itself as a digital insurance company. The study aims to present the team's perception and the partial results obtained by the company in its Digital Transformation (TD) process, as well as its consequences, such as several changes and innovations in its organizational arrangement, in its infrastructure and in its components institutions, to adhere to its “digital and agile” value proposition. This is a qualitative and exploratory research, in the form of a case study. It is concluded that the objective of the work was achieved, given the capture of how this process took place based on document analysis and the perception of its employees, through semi-structured interviews with nine executives and employees of the company. The study presents contributions to academia, especially to professional master's programs, whose backbone consists of the production of this model of academic work, and has practical relevance for applied disciplines.