The challenges to digital transformation value realization are deeply ingrained in the structural and cultural fabric of insurance organizations.

Lalkovic is focused on improvements that have set the stage for performance improvements and new applications of AI at the company.

To mitigate risk and harness the promise of AI, a fundamental best practice is to evaluate and assess AI systems or tools before using them.

Artificial intelligence agents can provide assistance to underwriters.

Lenders need to look at both data and algorithms to avoid inadvertent redlining complaints, not just in decision making but customer contact too.

New insurance intelligence tools and platforms aren't replacing agents—they're empowering them.

Including AI as part of a training program can create a more personalized learning experience.

Artificial intelligence helps insurance brokers expand solutions for small business owners.

Cournoyer is the chief information and operations officer of bond and specialty insurance (BSI) at Travelers. She is a Women in Insurance Leadership 2024 honoree.

Insurers using AI to enhance their customer service need to set specific goals, identify assets and focus on ethical practices.