Riv Arthur

Treating customer service as a cost center ignores how closed-loop operations transform complaints into loyalty and lasting revenue.

Developers who automated other industries now face AI displacement themselves, as technical certifications prove less valuable than human judgment and accountability.

AI deployment mandates real instrumentation in claims processing—and finally makes achievable what operations should have built decades ago.

Epic's Microsoft-OpenAI AI stack creates compounded risk for health insurers, which have zero leverage over pricing or governance.

Technology companies view insurance as a cost to eliminate, not a business opportunity to pursue.

Insurance premiums could fluctuate daily like stock prices, but regulation and reinsurance prevent the scaling of continuous underwriting.

Here are 20 non-negotiables for winning in business in the age of AI, based on Saban and a former assistant doing remarkable things at Indiana.

Despite $30 billion to $40 billion in AI investment, 95% of organizations achieve zero return, MIT study finds.

AI accelerates healthcare's shift from fee-for-service to value-based care as CMS leads industry transformation.

Enterprises are adopting five distinct approaches to AI agents, reshaping how organizations build and deploy artificial intelligence.

Could AI factories remove the need for insurers to have their own underwriting, policy administration, or claims processing units? 

"Generative AI isn’t just regurgitating pre-programmed responses anymore; it’s starting to think. Sort of....It’s not perfect, but it’s getting there—fast."

Enterprise AI success hinges on identifying big ideas and solving real business problems, not just developing algorithms in search of applications.

COVID-era tools designed to track worker activity have evolved into sophisticated metrics foundries and valuable AI data generators.

Here is a leader’s guide to the best techniques for waging war on the status quo, with customers the cause and to the good of shareholders.

Process intelligence tools let operations leaders “see” digital products being built, enabling use of statistical process control techniques.

Fittingly, this may be the shortest column in the history of ITL.

Operational intelligence uses AI to create measurable insights into how work is being done and allows for new ways to work and get paid.

Observational process intelligence helps insurers find new ways to win.

Robotic process automation is giving way to E2E (end-to-end), the only acronym that matters. Here are three guiding trends for the new automation platforms. 

Not a fad diet or magic pill, automation is a lifestyle change. Let’s talk change management.  

But there is an 'i' in 'WIN.' Let’s talk talent. Let’s talk football.

Four lessons from Amazon's Web Services relevant to all of us driving innovation in the insurance enterprise.

How Amazon’s approach to selling the former can help you move more of the latter.

Work automation is not about technology. It’s about process. A process that is best led by the line of business or function head and not corporate IT.