In this episode, host Olivier Lafontaine speaks with Bill Pappas, EVP and Head of Global Technology and Operations at MetLife, about how MetLife is operationalizing transformation at scale, and what that means for the future of the life insurance sector.

Bill outlines the pillars of MetLife’s new enterprise strategy, New Frontier, and walks through the company’s investment in simplifying infrastructure, reengineering customer journeys, and implementing their own AI platform that combines generative, agentic, and classical AI. Bill also discusses how MetLife is approaching data readiness, from governance and engineering to responsible use.

But aside from technology, Bill also points out the value of leadership in the age of AI. He emphasizes critical thinking, collaboration, and the ability to unlearn old patterns as important skills for those who want to make an impact in the industry.

Key Takeaways:

1. Leaders need to prioritize business impact, not novelty.

2. Workforce success in today’s world depends on reskilling and learning to unlearn.

3. AI is only valuable when it’s integrated into a modernized ecosystem

Jump Into the Conversation: (00:00) Meet Bill Pappas

(01:48) What MetLife’s new strategy means for growth and resilience

(03:58) Lessons from climbing Mount Kilimanjaro and leading through uncertainty

(05:57) How a banking background shaped Bill’s approach to insurance

(09:33) Four forces reshaping the life insurance industry

(14:26) Why AI is a business opportunity, not a mere tech trend

(18:33) Scaling AI responsibly at MetLife

(23:58) Building MetLife’s AI platform

(27:27) How MetLife listens to customers and adapts to their needs

(30:29) Solving the data readiness gap with governance and engineering

(33:57) The leadership mindset needed to thrive in a human-plus-AI world

Resources: Connect with Bill Pappas: https://www.linkedin.com/in/bill-pappas-9a35048

Check out MetLife: https://www.metlife.com/

Connect with Olivier: https://www.linkedin.com/in/olivierlafontaine/