Nigel - headlined by a photo of his very own (lemon sponge?) cake - talks us through an industry that is embracing change but not necessarily clear what it needs to change into.

As banks, utilities and other services increasingly realise they need to adapt to survive, is the insurance industry stuck in a world of inadequate competition, where the companies enthuse about how technology and competition is driving them to change, but the end customer is still not getting the service they ultimately want?

Nigel shares a plethora of helpful examples and comparisons, poses some challenging questions, and ends on a note that leaves us nervous that as an industry - despite increasing awareness of what is needed - we've still got further to go than we might care to admit.