Business Next Step case

AG Insurance

With 3 million customers and over 4,000 employees, AG Insurance is the market leader in the Belgian insurance sector. As many as 1 in 2 families are insured with them. The collaboration between Harmony and AG Insurance goes back many years. Recently, AG Insurance also called on our Business Next Step process. Together with Christelle Bouhy, Head of Talent Acquisition and CHRSO Solutions at AG Insurance, we look back on this trajectory and how she experienced it.

Focus on HR

As Head of Talent Acquisition and CHRSO Solutions, Christelle's responsibilities include processes within HR. The demand for a Business Next Step trajectory came with the idea of improving both the candidate experience and the work of recruiters.

"Before we started the process, I did have an idea of what I wanted to tackle. I had noticed that our Talent Acquisition team was spending a fair amount of time screening resumes. I wanted to explore whether an AI solution could help with this. After initial discussions with Harmony, they advised us to take a broader approach, which we did," Christelle says.


Together with the HR team we looked at how we could best start the program. The program itself consisted of two half days in which, prior to each workshop, it was made clear which topics were going to be covered.

"During the first workshop we uncovered as many 'problems' or 'issues' as possible and first categorized them according to certain criteria. Harmony said that after the first workshop, no concrete solutions emerged and that this is normal. Even though it may seem that not much was achieved that day, it is very important to bring those pain points clearly to the fore and then look for appropriate solutions.

After the first workshop, there is then a debriefing to evaluate and adjust the approach and content of second workshop according to the results of the firste workshop. "Although the format of the second workshop is fixed, there is still room for 'customization' which is nice."

Het Business Next Step traject heeft ons heel wat nuttige inzichten gebracht waar we concreet mee aan de slag kunnen.

Christelle Bouhy

Head of Talent Acquisition and CHRSO Solutions at AG Insurance

In the second workshop, we then started working on those pain points taking into account the candidate journey and recruiter journey. It then sought all possible solutions and actions for those pain points.

Using a variety of workshop techniques and exercises, based in part on design thinking methods, the HR team was shown a mirror that caused them to step out of their "comfort zone.

What I also found important was that the team was on board with what we wanted to achieve and that they could cooperate in a safe environment and without judgement. Apart from the strategic exercise, it was also a team-building moment where you notice how close the team is and how well they can work together," Christelle said.

Business Next Step


Among other things, we found that candidate data often has to be entered into multiple systems because they do not communicate well with each other. We also found that the recruiter mainly loses a lot of time writing reports after job interviews, more than when screening resumes. We now have a clear picture of the pain points and now have concrete tools to address them and have already effectively started doing so in the meantime," Christelle concludes.

Tell us more about your challenge