<p><strong>Speaker 0</strong>: <span>the war on talent is a key issue for everyone in the insurance industry. I'm taking an enterprise wide approach to how we manage our talent, and by that I mean, I'm really focusing on keeping talent within Crawford and moving talent around the business to save them. You know, our people moving on to other roles. I'm making some key investments in</span></p> <p><strong>Speaker 0</strong>: <span>technical training and really pushing on secondments to give people the opportunity to try other roles around the business. And we've seen real success in our internal promotion rate, so really focusing on people moving through the business rather than leaving. So our employee retention is the best it has been for a long time.</span></p> <p><strong>Speaker 0</strong>: <span>The pandemic gave us a real opportunity to modernise our business by that time in we access technology that we had within the business, but we weren't actually utilising so firstly, we had to move to a completely remote environment. So, you know, office workers became home workers, and from a client perspective, our adjusters still needed to visit policy holders. So some of that, of course</span></p> <p><strong>Speaker 0</strong>: <span>course, did get visited face to face. But we really did adapt video technology and really changed our business. I think another key change was we really invested in the skill set of our managers, where they were really used to managing teams based within offices and we had to move very quickly to managing remotely. And we've made some investments there in terms of the leadership and management training that was available to them.</span></p> <p><strong>Speaker 0</strong>: <span>There are some really key environmental issues going on right now. Top of mind for me. We've seen continued volatility of weather, which I believe is really highlighting. Climate change is very much front and centre of the industry's perspective. I think we all have duties as responsible employers</span></p> <p><strong>Speaker 0</strong>: <span>to really drive sustainable solutions. So I do think that is here to stay. I think the Consumer Duty Act, which is coming quite soon, really front and centre in terms of customer choice and outcomes. So we've had to really invest in new solutions that will make a difference in that sector.</span></p> <p><strong>Speaker 0</strong>: <span>So I think there's a real opportunity to translate some of the challenges into opportunities. I see current environmental and weather challenges as being a real opportunity to work with our clients in partnership. Some of the things that bring to mind, we are tracking</span></p> <p><strong>Speaker 0</strong>: <span>the carbon footprint of individual claims. We are looking at what are green solutions Similarly, from the war on talent perspective, there's a real opportunity to become an employer of choice in the industry by making the right investments.</span></p> <p><strong>Speaker 0</strong>: <span>So I think there's a real opportunity to make a difference in terms of solutions that get developed for the industry. By that I mean, the industry has done well. You know, covid, I brought a real demand for technical expertise as the environment changes</span></p> <p><strong>Speaker 0</strong>: <span>with a fraud on the increase. There's a real need for technical expertise. So making those investments, staying abreast of the technical development, staying abreast of the legislation and developing propositions that will really make a difference for our clients.</span></p>