Sapiens Unveils New Customer-Facing Operations to Deliver AI-Powered Hyper-Relevant Solutions for Insurers

Sapiens International Corporation N.V. (“Sapiens” or “the Company”) today announces two senior leadership appointments as part of a strategic organisational transformation designed to accelerate delivery excellence and strengthen customer outcomes at scale. Paul Hutchison joins Sapiens as Chief Delivery Success Officer (CDSO) and Michael Rieder as Chief Customer Success Officer (CCSO). These developments are in response to the rapid evolution of technology adoption in the insurance industry and Sapiens’ strategy to build a new suite of agentic AI products based on a single, governed insurance ontology.

For Sapiens’ customers, these new teams establish a clear structure around Delivery and Customer Success – a move designed to bring greater consistency, scalability, and accountability as the company scales its agentic AI platform across more than 600 insurers in over 30 countries.

Paul Hutchison’s Delivery Success function will include a Delivery Factory, Solution Architects, a Partner & Ecosystem Delivery team and teams of L&P, P&C and Reinsurance Experts. It will provide deep delivery excellence to customers, ensure adoption and create a scalable service model. Paul brings over 25 years experience scaling enterprise operations, modernizing digital ecosystems, and unlocking sustainable growth across industries including financial services, healthcare, retail, and technology. His career includes senior delivery roles at BECU, IBM, E*Trade and Northgate Arinso and he holds a Doctorate in Organizational Change and Leadership from the University of Southern California. He joins Sapiens on 15 June.

Leading Customer Success, Michael Rieder will be responsible for all Customer Support, Customer Success Managers, Enablement, Customer Health Analytics, as well as building a Customer Community. Michael is a global executive with a proven track record of delivering customer success, revenue growth, margin expansion and transforming businesses in international environments. He joins the company from Finastra, where he was Chief Customer Officer (CCO) and Chief Operating Officer (COO) of the Payments business unit. Prior to that role, Michael had a long career in senior leadership roles at SAP, largely in Customer Success, Services and Support. He holds a Bachelors’ degree from FH Wiesbaden. Michael joins Sapiens later in the year.

“We are delighted to welcome Paul and Michael at a pivotal moment in Sapiens’ evolution,” said Mike Ettling, Executive Chairman and interim CEO. “Having established a global HQ in London and opened our first AI Customer Experience Lab, we want to ensure our teams are delivering value in a consistent way. With their vast experience,

Paul and Michael will play defining roles in helping our customers navigate towards the goal of agile intelligence.”

“I’m thrilled to be joining Sapiens at a time when AI has the potential to radically improve how insurers deliver value to their customers,” added Paul Hutchison, CDSO, Sapiens. “By creating a unified suite of agentic AI products, we will give customers the assurance of consistency which also makes it easier to deliver solutions in a standardized, effective way.”

“Customer success is ever more important as insurers get to grips with the potential of AI,” concluded Michael Rieder, CCSO, Sapiens. “Ensuring AI tools integrate correctly with existing core systems and can rely on a single, governed insurance ontology requires careful planning, and this will be a key priority for the Customer Success team.”

Image provided by Sapiens

Alicia Ward