The Future of Insurance – Bill Pappas, EVP & Head of Global Technology & Ops, MetLife – LIVE @ ITI NYC 2025

Episode Info

As innovation continues to change at a relentless pace, cutting through a noisy marketplace has never been more essential.

Such change brings exciting opportunities but also potential risks. Solve the right issues with the right tech, and you can bolster bottom lines and future-proof operations. Identify the wrong challenges and the wrong technology, and you risk trust, reputation, and even market share.

Learn how to identify the right opportunities with MetLife's Bill Pappas in this episode from our conversation on the main stage at ITI NYC 2025 session, 'From Enable to Empower:

Harnessing Technology to Drive Business Growth.' Join us as Bill outlines the innovations that help shape MetLife's strategy and how his team has evolved tech deployment from an enabler to an empowerer of business growth.

Episode Summary

The episode discusses the evolving role of technology and AI in business operations, particularly at MetLife. Bill Pappas, a leader in technology and operations, highlights the integration of traditional technology with client experience and operational processes. He emphasizes the importance of adapting to rapid technological changes and the need for new execution playbooks, as traditional methods become obsolete quickly.

The discussion also covers the balance between human and AI collaboration, suggesting that while AI presents significant opportunities, humans will continue to play a crucial role, especially in areas requiring critical thinking. Bill stresses the importance of a commercial mindset for business leaders, understanding both the financial aspects and the competitive landscape.

Furthermore, the Bill addresses the challenges of digital transformation, noting that many companies struggle with integrating new tools into existing ecosystems due to legacy technical debt and fragmented data. He advises business leaders to focus on the value proposition of new technologies and ensure their data is fit for purpose.

1. Role of Technology and AI:

   • Exploration of how technology and AI are transforming business operations at MetLife.

   • Integration of traditional technology with client experience and operational processes.

2. Adapting to Technological Changes:

   • Importance of adapting to rapid technological advancements.

   • Need for new execution playbooks as traditional methods become quickly outdated.

3. Human and AI Collaboration:

   • Discussion on the balance between human roles and AI capabilities.

   • Emphasis on the continued importance of human involvement in areas requiring critical thinking.

4. Commercial Mindset:

   • Importance of a commercial mindset for business leaders.

   • Understanding financial aspects and the competitive landscape.

5. Challenges of Digital Transformation:

   • Challenges companies face with digital transformation.

   • Issues with integrating new tools due to legacy technical debt and fragmented data.

6. Focus on Value Proposition:

   • Advice for business leaders to focus on the value proposition of new technologies.

   • Ensuring data is fit for purpose to maximize technology benefits.

 

This episode is brought to you by The Future of Insurance book series (future-of-insurance.com) from Bryan Falchuk.

Follow the podcast at future-of-insurance.com/podcast for more details and other episodes.

Music courtesy of Hyperbeat Music, available to stream or download on Spotify, Apple Music, and Amazon Music and more.