Adnan Raja

Adnan Raja

Senior VP, Digital Transformation Highland Capital Brokerage

Adnan Raja serves as Senior Vice President, Digital Transformation for Highland Capital Brokerage. Raja started in the financial services industry in 2000. He specializes in strategic program delivery, underwriting modernization, digital transformation, and leveraging AI/ML for operational efficiency in the life insurance and annuity space.

Prior to joining Highland, Raja held leadership roles at Adobe, New York Life, John Hancock and NFP, where he spearheaded enterprise-wide initiatives focused on digital automation, data integration, and customer-centric solutions. He has also served as a board member and advisor in the non-profit sector, bringing strategic planning and operational excellence to community-based programs.

In addition to Strategic Decisions & Risk Management (SDRM) graduate certificate from Stanford University & Leadership and Negotiations certificate from Harvard University, Raja holds the following designations and licenses: Project Management Professional (PMP®), Authorized Training Professional PMI (ATP), Certified ScrumMaster (CSM®), Certified Scrum Product Owner (CSPO®), and Certified SAFe Agilist (SA).

Raja resides in Austin, Texas with his wife, four kids, and his mom. He is passionate about teaching and currently delivers project management certification programs for adult learners and corporate teams through University of Texas at Austin. Outside of work, Adnan enjoys playing cricket, volunteering with community organizations, and organizing TEDx events across Austin. He is also exploring entrepreneurial ventures, including a family-run dessert business and AI-based applications for education and insurance.

Elevating And Personalizing The Customer Experience

4:10 PM Panel Discussion: Distribution Evolution: AI As An Enabler Of Sales And Marketing Transformation

Agents are often the first touchpoint members have with your brand. The quality of this experience depends on how well agents are set up for success. To ensure the best outcomes carriers must invest in supportive technology, such as AI, Voice of the Customer, next Gen CRM and more.

Sit in on this session to hear real actions you can take to improve customer interactions and increase distributions by helping your agents to be more effective.

Topics covered include:

  • Working closely with your agents to identify where automation can reduce bottlenecks in their sales cycles
  • Using AI Agents for routine questions to free up your human agents for more complex tasks
  • Analyzing agent conversations with AI to identify best practices for other agents to mirror
  • Reducing cognitive load on agents by training AI to pre-select more relevant and personalized package options to present to customers

Check out the incredible speaker line-up to see who will be joining Adnan.

Download The Latest Agenda