Insurance brokerage and risk management firm scales AI fluency and strategic reasoning with Claude

Client challenge

A leading insurance brokerage and risk management firm already had AI tools in use across the organization. What it lacked was a shared understanding of how to apply them strategically and consistently to drive growth, team productivity, and process efficiencies with confidence.

The gap was that pockets of the organization were further ahead on their AI journey than others, and there was a need to establish a shared language around what AI is/AI is not and how to tactically use it as a strategic tool across the organization. This was particularly important for the firm’s consultants. As clients increasingly looked to them for guidance on AI and its implications, consultants needed more than familiarity with the technology. They needed a practical way to understand what AI could do, apply it to complex business questions, and speak credibly about its value.

The firm turned to BTS to build that fluency at the leadership level first. The initial goal was a focused, business-centered experience for its top 140 executives that could move beyond AI awareness and help leaders use Claude as a practical thinking partner.

Solution

BTS designed a four-hour executive experience that combined AI foundations, personalized application, and strategic-reasoning practice.

Executive AI foundations

The session began by establishing a shared understanding of AI and how it creates value.

Rather than anchor the experience in one tool or a list of technical features, BTS introduced a tool-agnostic framework for understanding AI as a prediction machine. This gave leaders a practical foundation for evaluating where AI could support decisions, improve work, and create value across the firm.

Personalized prompting practice

BTS focused on principles leaders could apply to their own work instead of giving them a static library of prompts.

Through a live demonstration and hands-on exercise, participants practiced how to:

• Give Claude the context required for a useful response

• Clarify the role they wanted Claude to play

• Define the desired output

• Refine their approach through iteration

• Apply judgment to the result

Leaders used Claude Cowork through the Claude app, including Claude Sonnet 4.5, to move from observing the technology to applying it themselves.

Strategic-reasoning challenge

The experience culminated in a strategic challenge designed specifically for a C-suite audience.

BTS positioned Claude as a cognitive amplifier that could help leaders examine complex questions, surface new perspectives, and strengthen their reasoning. Participants applied the concepts from the session to a realistic strategic challenge, experiencing how Claude could contribute to higher-order thinking rather than only task efficiency.

This progression moved leaders from understanding AI, to using it, to considering how it could change the way they lead and advise clients.

Impact

The strongest evidence of impact was the firm’s decision to expand the work.

Following the initial four-hour session for its top 120 executives, the firm expanded the engagement into a 54+ session rollout across the organization. Delivery is underway and is expected to reach thousands of leaders, with sessions also planned for next year.

The engagement grew from:

• One executive session to a 54+ session firmwide program

• 140 initial participants to thousands of leaders in the planned rollout

• An initial leadership experience to a scalable AI fluency offering

• Early Claude uses to approximately 200 users, with broader adoption underway

The expansion reflected a need that extended well beyond a single executive audience. The firm needed a consistent way to build AI understanding, practical confidence, and strategic-reasoning capability across its leadership population.

BTS helped turn the initial session into a scalable path for firmwide capability building. By combining clear AI concepts, hands-on experience with Claude, and application to complex business questions, the program was designed to help leaders use AI more effectively in their own work and engage more credibly in AI conversations with clients.

The result is a growing enterprise program that connects AI fluency with the judgment, confidence, and business relevance leaders need to put Claude to work.

Outcome

BTS helped the firm move from uneven AI use to a scalable model for building AI fluency and strategic-reasoning capability.

The success of the initial executive session created the momentum for a 54+ session rollout, broader Claude adoption, and a sustained investment in helping leaders use AI with greater confidence, judgment, and business relevance.

About the organization

The client is a leading professional services firm specializing in insurance brokerage and risk management. Its name has been withheld at the customer’s request.

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