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Inforce Servicing & Customer Experience

Completing in-force transactions across policyholders, advisors, and operations — without making core replacement the first dependency.

  1. AI Doesn't Know How to Do Your Job. You Do.
    S1E15
    37:08

    AI Doesn't Know How to Do Your Job. You Do.

    Jane Vevea spent 20 years in life insurance before anyone would have called her a tech person. She started at Prudential in 2006 running a retention call center, wholesaled through the bank channel at PNC, got laid off, and made a sharp left turn into insurtech. That detour took her through White Swan, then Atidot — where she was predicting lapses, surrenders, and upsell opportunities using AI before most carriers had even thought to ask the question — and now to xAI, where she works as a finance domain expert on large language models.

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  2. Who Owns the Workflow? The Organizational Problem AI Actually Exposes
    S1E13
    44:17

    Who Owns the Workflow? The Organizational Problem AI Actually Exposes

    Wei Chen is an Associate Professor at the University of Connecticut School of Business and co-leader of the Digital Frontiers Initiative. His central argument: every serious conversation about AI and the workforce stops at the task level — which tasks AI can automate, which jobs are at risk. But tasks are only the bottom tier. The level that actually determines whether AI transforms an organization is the workflow: the connected chain of tasks that produces a business outcome. And the piece nobody's building is ownership — a named human who's accountable for the whole workflow, with the authority to stop it when something goes wrong.

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